Case Study

Case Study: Orrick's Service Desk Knowledge Management Journey

August 31st, 2011
Eveline Oehrlich, null
Eveline Oehrlich
With contributors:
Doug Washburn , Lindsey Kempton

Summary

During a self-evaluation, the Orrick service desk team realized a shortcoming around knowledge management. The issues ranged from out-of-date information and lack of common terminology to insufficient tools for search and inadequate management of tactical knowledge. To address these shortcomings, the team implemented RightAnswers' knowledge management system to better connect knowledge processes to existing core work processes of IT and legal staff. The results: improved responsiveness, customer satisfaction, and productivity of both the Orrick service desk and its business users.

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