We observed our colleagues using the request tools where they worked. We realized that we needed to present information in a role-specific manner.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016
We needed to find ways to head off the expected volume increase while expanding the breadth of knowledge across all of our support agents.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
Fiserv began implementing its knowledge management strategy in 2012. First, they implemented a process to streamline the receipt of knowledge updates.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
We were looking for increased functionality, including automation, defined escalation paths, trend analysis, and real-time dashboards and reporting.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016
We focused on streamlining processes to eliminate duplication of effort and improve efficiency.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016
KCS was chosen as it allows for real-time knowledge management and provides a continuous feedback loop, features that are essential for successfully maintaining the information used in an IT environment.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
While it was clear the Knowledge-Centered Support (KCS) methodology would help to address some of the key problem areas within the ATSC, it was also evident that KCS would have significant benefits for the organization.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
When budgets are tight, it’s important that you spend money on training that builds the skills you need at the levels you need them.
Tag(s): workforce enablement, workforce enablement, training, supportworld, service desk, support center, framework and methodologies, framework
Date Published - Last Updated May 11, 2016
Overenthusiastic advocates of any initiative often jump into action before thinking things through, but just because one organization saved money by using peer-to-peer support, that doesn’t mean it will work in every organization in the same way.
Tag(s): best practice, community, desktop support, service desk, social networking tools, social IT, supportworld
Date Published - Last Updated May 11, 2016
When the service disruption has been significant, it is often appropriate to send out a communication to the affected users and other stakeholders providing them information about what, when, why, and how the service disruption occurred, along with what was done to restore the service and...
Tag(s): service management, problem management, ITSM, communications skills
Date Published - Last Updated February 23, 2016