Knowledge Management

Knowledge Management is a never-ending process; continuous development in your organisation means the knowledge base must be constantly updated with new information. It's important to...

Knowledge Management

Who owns the Knowledge Base at your Service Desk? The politically correct answer is probably “it’s a joint effort”. But in real life, isn't the Knowledge Manager the one doing most of...

Knowledge Management

Better Knowledge Management is incredibly important to improving your Service Delivery and Customer Satisfaction.

Knowledge Management

It’s no fun receiving negative feedback, but we've found that it's incredibly valuable sometimes. For example if you want to improve your Knowledge Base. What do you do when a knowledge...

Knowledge Management

So often, the problem with Knowledge Bases is that they are hard to understand. Either the knowledge articles do contain the knowledge and it's just not communicated that well, or the...

Knowledge Management

Whether you are just looking to start the process of better knowledge sharing in your organisation, or if you already have a Knowledge Base you'd like to make better use of, one of the...

Knowledge Management

I’ve spoken before about the importance of Knowledge Management to the modern Service Desk. Not only does it help cut resolution times massively, but it also promotes a better working...

Knowledge Management

We strongly believe that Knowledge Sharing is the way to go for the modern Service Desk. Instead of reinventing the wheel with every call, you should be using the collective knowledge of...

Knowledge Management

Improving the quality of service delivery is a commendable goal, but our day-to-day workload sometimes means this remains an elusive fantasy. Few of us have the time to sit down and...

Knowledge Management

In the quest for efficiency, service desk managers are constantly asking questions. How can we reduce the number of incoming calls? And how can we reduce the average duration of the...