Leveraging organizational knowledge in IT service management

INDEX

1. What is Organizational Knowledge and How to Leverage It

2. Importance of Knowledge Management in ITSM

3. 4 Strategies for Effective Knowledge Management in ITSM

4. Creating a Knowledge Repository

5. Encouraging Knowledge Sharing

6. Implementing Metrics and KPIs

7. How EasyVista Can Help with Knowledge Management Solutions

Collecting and sharing useful information is the most common way end users independently find the answers they seek. The real challenge is involving them in the information development process.

By adopting an intelligent knowledge management system, companies enable users to solve problems independently, encouraging them to be proactive in creating and collecting information.

A knowledge management platform can better contextualize data, easily integrate it into a responsive web portal, and distribute it more interactively – ultimately increasing efficiency and overall satisfaction.

In this sense, efficient management of organizational knowledge within ITSM is a priority. It not only improves service delivery but also drives business innovation.

What is Organizational Knowledge and How to Leverage It

Organizational knowledge encompasses the collective skills, insights, and information of an organization. Generally, the types of knowledge in ITSM are at least three:

1. Explicit Knowledge: Information that can be expressed, codified, and easily transferred between different parties through manuals, databases, and standard operating procedures.
2. Tacit Knowledge: Unwritten and experiential knowledge that resides solely in people's minds, represented not only by intuition but also by acquired personal cultural experiences.
3. Implicit Knowledge: Tacit knowledge embedded in processes, routines, and organizational practices. It is also derived from information learned through experience (such as the steps you need to take to perform a specific activity) and is often shared through interpersonal communication.

Leveraging organizational knowledge is crucial to maintaining a competitive advantage and achieving operational excellence in ITSM.

Importance of Knowledge Management in ITSM

ITSM can be defined as the set of activities an organization performs to design, plan, deliver, manage, and control the IT services offered to customers.

Knowledge management is a critical component of ITSM. It is the system that ensures the systematic acquisition of information, organizes it, and makes it accessible to improve decision-making and accelerate problem resolution. The benefits are undeniable.

• Shorter Times: Simplified access to relevant information reduces the time spent on problem-solving and customer support activities.
• Increased Customer Satisfaction: Rapid problem resolution leads to higher customer satisfaction and loyalty.
• Cost Reduction: Efficient knowledge management reduces the effort required to solve problems – consequently lowering operational costs.
• Innovation and Continuous Improvement: Access to a wealth of knowledge fosters innovation and encourages continuous service improvements.

Effective organizational knowledge management enables IT teams to quickly find answers to end-user requests – reducing downtime and improving user experience. It also facilitates the retention of institutional knowledge and minimizes the risk of information loss due to staff turnover.

4 Strategies for Effective Knowledge Management in ITSM

By implementing a series of best practices and using the most appropriate tools and technologies, companies can create a solid knowledge repository and improve the accessibility and accuracy of information while promoting a collaborative environment.

Among the most commonly used strategies for effective knowledge management are actions that promote the creation of a knowledge repository, information sharing, integration with other ITSM tools, and the implementation of metrics and KPIs.

Creating a Knowledge Repository

Creating a knowledge repository ensures that information is organized, accurate, and easily accessible. Best practices for developing a robust knowledge base include:

• Organizing Information: Categorizing knowledge logically to facilitate easy retrieval.
• Ensuring Accuracy: Regularly reviewing and updating content to maintain accuracy.
• Encouraging Individual Contribution: Promoting a culture where employees are motivated to contribute their knowledge.

These initiatives not only improve the accessibility and accuracy of information, but also create an environment where knowledge sharing is consistently encouraged and valued.

Encouraging Knowledge Sharing

Promoting a work environment where knowledge sharing is appreciated and rewarded can be achieved by investing in three dimensions: leadership support, transparent communication, and a series of incentives such as reward programs or training programs.

• Reward Programs: Recognizing the efforts and commitment of employees who actively share their knowledge through gratifications and rewards.
• Training Programs: Developing employees' knowledge-sharing skills through competency development programs.

Collaborative platforms play a decisive role in this strategy, facilitating the exchange of knowledge among employees.

Integrating Knowledge Management with ITSM Tools

Many organizations have successfully integrated a knowledge management system with ITSM tools, gaining significant benefits.

• Improved Incident Resolution: Faster access to relevant knowledge leads to quicker problem resolution.
• Consistency in Service Delivery: Standardized knowledge ensures consistent and accurate information delivery.
• Enhanced Decision Making: Access to comprehensive knowledge supports better decision-making.

Implementing Metrics and KPIs

Regular updates and reviews are essential to ensure the effectiveness of the knowledge base. It is also necessary to verify the accuracy of information and remove outdated content. In particular, implementing metrics and KPIs would measure these 3 key aspects:

• Usage: Monitoring the frequency of access and use of the knowledge base.
• Resolution Times: Measuring the impact of knowledge management on problem resolution times.
• Customer Satisfaction: Assessing customer feedback on the support received.

Technology is a fundamental enabler for implementing the actions mentioned and plays a crucial role in the evolution of intelligent knowledge management processes.

How EasyVista Can Help with Knowledge Management Solutions

EasyVista is software that helps companies manage organizational knowledge. It offers comprehensive solutions that facilitate efficient knowledge acquisition, storage, and sharing, improve service delivery, and increase operational efficiency.

Specifically, EasyVista tools are designed to integrate seamlessly with ITSM processes and perform a range of important functions.

• Diverting Calls from the Service Desk: Identifying knowledge articles that could allow end users to solve problems on their own, converting them into guided knowledge flows driven by dynamic decision tree logic, and publishing them on the self-service portal.
• Simplifying and Documenting IT and Non-IT Procedures: Publishing knowledge flows on responsive portals for easy access to the knowledge base from any device.
• Providing Training Materials: Training programs would available to employees to manage independently 24/7, accessible from any location, while monitoring their progress.
• Adding Intelligent Knowledge Flows to the Self-Service Portal: Information would be added for any process, whether it's easy-to-follow instructions or resolving a complex issue.

By better contextualizing data, easily inserting it into a responsive web portal, and distributing it interactively, users can solve problems on their own and engage more in information gathering.

EasyVista's intelligent knowledge management allows analyzing usage data to understand which flows work well and which ones need improvement. It also maximizes self-service adoption, instilling confidence in end users who can solve problems independently without making a phone call.

Conclusion

Effective knowledge management is, in fact, the backbone of successful ITSM. By leveraging organizational knowledge, organizations can improve the quality of IT services, promote innovation, and achieve operational excellence.

While valuing organizational knowledge improves efficiency, customer satisfaction, and innovation, investing in solid knowledge management practices and technologies is essential to remain competitive.

Strategies for effective knowledge management include creating a knowledge repository, encouraging information sharing, and integrating knowledge management systems with ITSM tools. Current technology offers effective tools to support the main knowledge management strategies.

Integrating the EasyVista platform into your IT ecosystem allows you to leverage organizational knowledge in every department, accelerating employee growth through intuitive and high-performing self-service solutions.

FAQs

What is Organizational Knowledge?

Organizational Knowledge includes both codified information (explicit knowledge) and unwritten, experiential knowledge possessed by employees (tacit knowledge), as well as knowledge embedded in processes, routines, and organizational practices (implicit knowledge).

Why is Knowledge Management important in ITSM?

Knowledge Management is a critical component of ITSM because it ensures the systematic acquisition of information, organizes it, and makes it accessible to improve decision-making and accelerate problem resolution. IT teams can find answers to end-user requests more quickly, reducing downtime and improving user experience.

What are the most effective strategies for achieving effective Knowledge Management?

The main strategies for effective knowledge management include creating a knowledge repository, sharing information, integrating with other ITSM tools, and implementing metrics and KPIs.

How does EasyVista enable the leveraging of organizational knowledge for IT services?

EasyVista's intelligent knowledge management system allows contextualizing information, inserting it into a responsive web portal, and distributing it interactively. It enables analyzing usage data to understand which flows work and which need improvement while maximizing self-service adoption, instilling confidence in end users, and encouraging them to solve problems independently.