Gartner Research

Use These Three Techniques to Achieve Success With ITSM Knowledge Management

Published: 21 April 2017

ID: G00324744

Analyst(s): Rich Doheny , Katherine Lord


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
  • Key Challenges



  • 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

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