Briefing Paper: IT Knowledge Management in ITSM

Knowledge management for IT SM screen grabWithin this briefing paper we focus on the ways that ‘integrated and dynamic’ knowledge management, as found within modern ITSM solutions such as Simplisys Service Desk, is helping IT Service Managers to achieve real cost savings while improving both customer and staff satisfaction rates. We use a recent study conducted by us to reveal some of the reasons why raising First Contact Resolution rates is so important. The study helps to explain the value that modern ITSM applications can deliver and how rapid return on investment can be achieved.

Calling on many years in the industry, Peter Lench, MD of Simplisys Limited and developer of Simplisys Service Desk, has published the “The importance of effective IT Knowledge Management in IT Services delivery” Briefing Guide in order to highlight the key benefits that IT Managers are seeing from the Knowledge Management capabilities built in to their Simplisys ITSM system.

Please download this guide with our compliments and get in touch if you would like a no-obligation assessment of your current system and how Simplisys Service Desk could help to lower your IT service costs and improve your levels of customer service.

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Product Design

The service desk design brief was to develop a product that could underpin the working practices set out in ITIL but also be quickly and easily configured to support current or new working practices using existing terminology. Our approach to implementation is to work closely with our customers, understanding requirements and reasons for change and ensuring that projects exceed expectations.