Use These Three Techniques to Achieve Success With ITSM Knowledge Management

Archived Published: 21 April 2017 ID: G00324744

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Effective KM practices optimize IT service desk operations, reduce total cost of ownership and improve end-user IT satisfaction, but many organizations struggle to implement and succeed with KM. We discuss how I&O leaders can improve factors that are critical to KM success.

Table of Contents

  • Introduction
  • Analysis
    • Promote Learning and Adoption by Embedding KM Responsibilities Into Workflows
    • Improve the Findability and Usability of the IT Service Desk's Knowledge Base by Creating a Style Guide
    • Implement a Performance Management Program That Encourages the Use and Sharing of Knowledge
  • Gartner Recommended Reading
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