Reasons for Knowledge Centered Support
8 reasons to consider knowledge centered support
Consolodate disparate knowledge into a unified resource
Lower support costs through timely incident/problem resolution
Provide faster response times to incidents
Structured data is easier to search, find and deliver
New support staff have powerful knowledge at their disposal
Decrease training time and costs for new support personnel
Provide a web-based self-serve knowledge base for your clients
Your budget just got cut
Signs you need knowledge centered support
General observations about the workplace you might notice
Your helpdesk is getting busier
Your helpdesk is answering the same questions / resolving the same issues regularly
In order to retrieve information you need to consult different sources
Your web-based helpdesk system is not being used - people keep calling the helpdesk
Training new staff takes too long
Technical resolutions to problems are getting more complex
Helpdesk staff burn-out
You team is so busy "putting out fires", that they don't have time to document how to stop the fires starting in the first place.
Things you might overhear people saying (or say yourself)
"Didn't we answer the same question before?"
"Is this information up-to-date and reliable. Is there a newer version of this?"
"Who wrote this information - it appears to have an error in it!"
"Why can't people just find this information on the net?"
"This information should not be published like this - it's classified!"