InvGate Blog

Knowledge management is definitely one of the most underappreciated practices in IT service management (ITSM). Done well, it can upskill your IT service desk, build better relationships between support teams, and ultimately increase customer satisfaction (CSAT). If you want to get better at knowledge sharing in your organization, then here are ten tips for creating better knowledge articles. If you’re looking for tips for better knowledge management as a whole, then see this article here instead.

Topics: Service Desk, knowledge base, knowledge management

How long has your IT organization been struggling with knowledge management (or knowledge sharing)? If it seems like a never-ending sequence of knowledge-related initiatives to resurrect a knowledge base that no one seems to want to use, then maybe it’s time to take a step back to understand some of the things organizations that succeed with knowledge management do differently. So, here’s our 10 tips for knowledge management success based on those organizations.

Topics: Service Desk, knowledge base, knowledge management

Knowledge management is a capability that every IT department knows it should really be engaged in. However, it’s often something that works its way down to the bottom of the IT service desk to-do list. This probably happens because people are too busy “fighting fires” and the value of knowledge documentation is not seen immediately.

Topics: ITSM, knowledge base

While ITSM can be approached in many ways, its core objective is to structure the design, implementation and delivery of "services" to improve the efficiency of operations, mitigate risk, and facilitate strategic planning to support business needs. One way to do so, is by using Enterprise Service Management (ESM) technologies.

Topics: service desk solutions, ITSM, workflows, knowledge base, ESM, enterprise service management

Most organizations approach IT support management somewhat reactively (think of the familiar phrase of “firefighting IT”). But in today’s world of increased expectations and instant gratification, it’s no longer enough for IT to simply fix something once it breaks. In order to stay ahead, IT support must take a proactive role in its delivery of IT services and support. Even though support management usually implies activities that involve an immediate response, it is possible to plan and manage services so that incidents are less frequent.

Topics: service desk, SLAs, user self service, backlog, knowledge base