Forrester

Why Read This Report

As IT organizations deepen their maturity in service management, they progress from a simple ticketing system to an IT Infrastructure Library (ITIL) process-oriented service desk with self-service functionality. The next stage is to augment the service desk with knowledge management (KM), which is an enabling process and positively influences service quality because it enhances customer experience; lowers the incident, problem, and error resolution times; and can significantly reduce user training cost. The value of knowledge management can be measured by the increased effectiveness of staff using the knowledge. To receive these benefits, it's critical that IT organizations approach knowledge management as a process, which needs owners, policies, procedures, and metrics.