Knowledge Management Whitepaper


  • Knowledge Management Whitepaper
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    Free Whitepaper:

    Transform Your Service Desk with Knowledge Management

    Effective Service Desks can add real value to their organizations. Most directly, the costs incurred by service disruption are lowered. But the benefits go beyond technology. Good service management is essentially good customer service and any improvement in customer service has a positive flow-on effect for customer retention, loyalty and goodwill.

    IT service management is a Knowledge intensive activity in which the skills and experience of staff play a key role in determining its success. Promoting the sharing of those skills and experience through a Knowledge Management strategy is critical to successful service management outcomes. While software solutions such as VMware Service Manager are important enablers, Knowledge Management is above all governed by human factors which determine the extent to which individuals will share and reuse Knowledge Bank content.

    This whitepaper discusses the value of Knowledge Centered Support (KCS) as a framework that controls these human factors. It takes as its starting point the fact that getting people to share and use knowledge is far and away the biggest challenge, and places a strong focus upon recognition for knowledge use and contribution. It also recommends maintaining a close relationship between support workflows and participation in Knowledge Management practices, so that Knowledge Management is not seen as an additional task.

    In order to support KCS best practice, a tool must also support these human factors. VMware Service Manager, now in its second KCS verified version, achieves this through tight integration between Incident/Problem Management and Knowledge Management, extensive tracking of article usage and ratings, and a suite of reports providing metrics for creation, editing and usage behavior.


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