Gartner Research

How to Embed Knowledge Management Into the IT Service Desk

Published: 30 July 2015

ID: G00278011

Analyst(s): Katherine Lord


IT service desk leaders must leverage knowledge management to drive results, reap the benefits, and to optimize and deliver a timely and positive customer experience.

Table Of Contents
  • Key Challenges



  • Integrate KM Into Incident Management and Request Fulfillment
  • Define, Document and Implement the Roles Required by IT Service Desk Analysts to Drive a Knowledge-Centric IT Service Desk
  • Champion Participation Through Early Engagement and Performance Management
  • Gather Knowledge From Other IT Teams and Groups to Support the IT Service Desk

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