Besides the obvious advantages of having a self-serve location for users to find informative written, audio, and video content that helps solve their immediate needs, there are monetary benefits and long-term reduction of repetitive help tickets. Mainly by saving time, money, and making everyday operations run more smoothly, this makes the entire company more profitable. Here’s a summary of what this can do for any organization.
1. Reduces Expenses
Time is money. When any user resorts to a self-serve menu of articles or videos to resolve an issue, it costs the company far less than what a full-blown ticket submission would entail. Consider the hours it might take just for the logistics of creating, tracking, responding to, and fulfilling the requirements of a standard ticket-based service request. A relevant piece of content can prevent that entire process from even beginning. From an accounting standpoint, time saved translates to dollars saved.
2. Expands the Concept of IT Service Management
There’s a lot that goes into IT service management, and a comprehensive knowledge base is just one component. Armed with a strong knowledge base, even a simple help desk can do a better job of offering necessary alerts, providing automated ticketing, incorporating rule-based routing, managing assets, and more. That’s because users who take advantage of what a large, relevant knowledge base has to offer are less likely to tax IT department resources that are better used for other service management chores.
3. Allows for Customized Access
When you add a knowledge base to the help desk, there’s no need to allow universal access. In fact, most software products can be configured to set varying levels of security based on need to know. For instance, you would never want new hires to view sensitive content about hack prevention and security protocols.
4. Offers Demand-Driven Knowledge Base Expansion
The beauty of a knowledge base library collection is that, with the help of excellent software, it’s possible to identify repetitive ticket requests and create customized content for each one. Say there are 20 nearly identical tickets submitted during a one-week period. The software, or a human IT worker, can spot that sort of anomaly quickly and respond by adding tailor-made content to prevent future requests on that topic.
5. Encourages Self-Resolution of Problems
The entire concept behind knowledge management is to foster an atmosphere of self-help among employees. The goal is about more than ticket reduction. Workers who become accustomed to checking through the knowledge base before submitting tickets learn a lot about how systems operate. Plus, they often acquire basic technical skills along the way. It’s always a positive thing when members of an organization learn how to use every resource at their disposal before asking IT or any other department for assistance.
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