Customer Self-Service (Internal & External)
Knowledge Management captures the knowledge gained by individuals so that it can be accessed and used by other staff and customers. It offers a highly valuable level of support to Incident, Problem and Known Error Management.
Some of the key benefits of Knowledge Management include:
More rapid resolution of Incidents
A higher proportion of Incidents resolved at first-line
Lower impact of staff turnover
Potential for self-service
Knowledge Management has four main components:
Knowledge creation - encouraging the creation of content when new Incidents or Problems are encountered.
Knowledge reuse - encouraging search for and use of content when relevant articles already exist.
Knowledge quality - ensuring that content is relevant, accurate and readable.
Self-Service - providing customers with access to knowledge so they are able to search for solutions to routine Incidents themselves.
Infra and Knowledge Management
Infra's Knowledge Bank supports a range of Knowledge Management methodologies and has been verified as compliant with the world's best practice Knowledge Centered Support (KCS) methodology by the Consortium for Service Innovation.
Full integration with Workflow, Incident and Problem Management. Calls can be linked to existing Knowledge Bank entries, or forwarded to the Knowledge Bank and turned into a new article
The ability to create and add new articles directly into the Knowledge Bank
A flexible knowledge management workflow system, which allows for the creation of different levels of article visibility
Automated notification of new articles, edits, and changes in article status to various stakeholders
Rich text article formatting
Searching by phrase, regular expression, or semantically similar terms
Knowledge can be made available to customers via the portal, promoting customer self-service
A document and website indexing system, allowing for the inclusion of external content in search results.
Infra's Knowledge Bank is unique in that it shares the same architecture as all the other Infra modules (Incident, Problem, Configuration, Change, Release, Availability and Service Level Management). This provides an unprecedented level of integration between Knowledge Management and the rest of the application.
Knowledge articles can be linked to services and Incident/Problem types: as officers profile Incidents and Problems against specific Incident and Problem types, they are alerted to relevant articles in real-time. When calls are published into knowledge articles, the original problem description of the call is automatically mined for potential search terms. This means that articles (which may be written in more technical language) can be found using the sorts of terms customers use when logging Incidents.
Knowledge Bank articles can be linked to Workflow templates or individual Requests, either to develop complex Knowledge Management Workflows (if desired) or provide additional information regarding a specific Workflow.