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Actionable Knowledge Management Transforms IT Service Desks

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Posted April 4, 2019

The concept of knowledge management first grew as the internet emerged. Management consulting businesses realized that an intranet or an internal private communications network had many benefits. For large companies with multiple branches or telecommuters, such a system provided a more natural way to share and access important company information despite geographical distances.

Image credit: Pxhere, CC0 Public Domain

Image credit: Pxhere, CC0 Public Domain

Those companies realized that locators, dashboards, best practice databases, and other tools could also be useful to businesses in many different industries. Management consulting businesses started to articulate the possibilities of knowledge management for other types of large enterprises. At a conference in Boston in 1993, the concept was publicly introduced. In early 1994, the first definition of knowledge management emerged from someone who attended that conference. It was defined as the process of capturing, dispersing and using knowledge effectively.

Knowledge Management in IT

Today, many organizations still do not fully understand knowledge management or use it to their advantage. The benefits of it are easy to explain and are easy to measure in terms of figures. It is something that any business in any industry can implement and use today, and most companies should find it essential for enhancing online operations. Knowledge management is especially important in the field of information technology. IT organizations can benefit from it when it comes to their service desks, which are heavily reliant on in-depth knowledge.

Although the topic is vast, this article will provide a summary of the critical benefits of knowledge management concerning IT services and IT service management. As you learn about the outcomes of proactive knowledge management, you will also start to discover the benefits of managed IT services with help desks.

ITSM and IT Service Desks: Benefits of Knowledge Sharing

While the core concept of knowledge management is not new, the application of knowledge management to supplement ITSM processes was first defined in 2007. However, there were traces of the concept that was evident in the limited ITIL v2 processes that were used by some IT companies before that time.

The defined separation of processes contributed to the current problem of IT companies being unable to make successful knowledge management plans. Fortunately, there are plenty of solutions to this problem. Companies must first understand the benefits associated with establishing and executing successful projects. If you have an IT organization and struggle with knowledge management, these benefits and examples will help you shift your focus in the right direction.

Maximizing Knowledge Through Action

The saying that knowledge is power is only partially true. Possessing knowledge alone is not a complete equation for power. However, experience does give you the capability to become dominant. To be powerful, you must use your expertise. Your IT company’s goal should focus on innovative ways to exploit actionable insight in a useful and productive manner. A company can have an extensive database, but the information will not be helpful to the service desk if people do not know how to use it effectively. Also, if it is not adequately organized, it will not be as useful despite its depth.

There are pros and cons of managed services. However, the benefits outweigh the disadvantages. You can measure the real value of the knowledge that your company has access to by how well you distribute it and how well the service desk understands its capabilities. The benefits can extend beyond your team. These are some of the various groups of benefits to consider.

Business Outcomes

From this perspective, you see an increase in collaboration. This is especially true when companies expand in size or scope. When you have improved collaboration, it gives way to innovation as well. One benefit of improved collaboration or teamwork is the increase in productivity. Your team can find answers faster and can arrive at solutions quicker, which means that more people can be helped if you have a high volume of requests. Word of this will spread and can bring more business your way.

Improved productivity can ultimately reduce your operational costs. Team members can make important decisions faster when they know how to access in-depth knowledge and use it effectively. When experience is reusable, the demand for effort duplication is not as high. Additionally, you help make innovation a building block for your company’s infrastructure. This is a significant benefit for teams across multiple departments.

Business Operations

Your business operations will become more consistent, which will improve the consistency of your outcomes as well. From decisions to planning and acting, you will see a boost in operational efficiency. Improved efficiency leads to more effective actions. In addition to quicker problem solving, you will notice speedier opportunity assessment. You can maximize the usefulness of each team member, and you give each one a platform with continual improvement opportunities.

Staff Perspective

Every company can benefit from a confident and empowered workforce, and an active program will contribute to that growth. You will also notice improved morale and more motivation among the staff. Team members can prioritize tasks and information, which you can measure in their awareness of what is essential. Knowledge retention is improved, and it does not take as much time to train new staff.

Customer Perspective

Lastly, the above benefits give your customers the advantage of the best specific outcomes for them. They do not have to take as much time out of their day, and they have a better overall experience in terms of both quality and cost.

These benefits all sound fantastic to any business owner. Unlike many problems these days, the solution to reach these goals is not a single quick fix. Although it takes some time and patience to implement a practical system, the change is worth the time and financial investments. There are plenty of outsourced IT solutions and program building options. Each business owner must choose an answer by considering the unique needs of his or her company.

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