How Knowledge Management creates Superior IT Service Management

During the last two decades, the creation and enablement of knowledge has been highly stressed as a way to increase competitive advantage. There has been a paradigm shift in the way intellectual knowledge is now viewed and nurtured by organizations to remain relevant and competitive.

By repurposing knowledge and reducing the need to rediscover it, Knowledge Management (KM) enables people to work better by enabling them to connect people and knowledge.

The IT Service Management Unit is one of the most vital business units responsible for managing, providing, and improving the IT services provided to employees, thus enabling them to work efficiently and productively.

By integrating KM with ITSM, organizations can create a central repository for all the knowledge and data they need to manage their IT units and services. A KM framework streamlines data, manages information flow, and transforms it into accessible knowledge and insights.

Let us see how knowledge management improves the IT service management work in an organization.

  1. When an employee encounters an IT issue with the PC or laptop, they are expected to file an IT ticket. When the issue is resolved, a solution is created. KM ensures that the solution is documented and logged into a central repository that leads to shorter resolution time.
  2. Similarly, when an organization faces IT outages, and the resolution is recorded and documented, it prevents the reinvention of the wheel to figure out a solution to the same issue that comes up next time.
  3. Also, by publishing easy to access and follow guidelines for generic IT issues, that employees can resolve on their own, it lessens the work pressure on the IT team and allows them to focus on other critical projects of the organization.
  4. A KM framework ensures that the approved processes, self-help guides, and articles are collected, documented, and updated on the central repository with appropriate titles and tagging, making them easy to access and use. Also, as a part of the KM framework, knowledge managers ensure that all published articles are constantly reviewed and updated to keep them relevant for employees.
  5. Whenever a process or solution is updated, the KM team ensures that the old one is archived, and the new version is made available. The KM team also ensures that all the employees are aware of the new information available via knowledge communities and collaboration tools. This invariably reduces the number of errors while performing similar services, leading to improved employee performance.
  6. The KM framework for ITSM not only facilitates smart and efficient decision making for the IT team but enables the seamless flow of knowledge and data, improving productivity and quality of service delivered.
  7. KM also reduces operational costs by providing quick and easy access to resources which are constantly reviewed, repurposed, and reused, preventing the need to reinvent the wheel and waste time and effort.

In addition to KM's many benefits, it can assist organizations to create an IT team that is more knowledgeable, efficient, and well prepared to handle any type of IT issue, leading to fantastic customer support services.

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