Trends Report

Knowledge Management Is A Foundation For Good Customer Support

A Best Practice Introduced To The IT Operations And Service Desk Teams

March 9th, 2010
Eveline Oehrlich, null
Eveline Oehrlich
With contributors:
Peter O'Neill , Nick Hayes

Summary

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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.