Entries by Therese Walve

What is the biggest challenge to make Knowledge Management work?

Most of us working in a service organization are struggling with making our customers satisfied with limited resources. Using an established Knowledge Management methodology and a specialized Knowledge Management solution, streamlines our support workflow to be able to resolve more incidents with our existing resources. Adopting the KCS methodology helps service organizations to know exactly what to do to get great results.

Barclay Rae, the CEO of itSMF UK, talks to Lena Storvinge, The Head of Training & Consulting at ComAround, about Knowledge Management.

Part 5: Resolve more cases with self-service – Availability and integration

Users will benefit from easy access to the self-service knowledge tool. With easy access users will resolve problems themselves instead of calling the service desk. It is also advantageous to have the self-service solution integrated with the ITSM tool. This integration gives users the ability to access knowledge articles while registering an incident. It is […]

Part 2: Resolve more cases with self service – support strategy and goals as fundamental control instruments

A new service or tool won’t automatically perform miracles if you don’t do anything useful with it. You must decide on a strategy and get people to follow it if you’re to be successful. In this blog, I describe the most important elements of a support strategy for self service and the importance of setting […]

Part 3: Resolve more cases with self-service – Tool for understanding and changing user behavior

How can we get users to look for help in a self-service system rather than in the usual way, by contacting staffed support? When a new way of working with new routines is to be implemented, it means change to the existing situation. People react differently to change. The blog article gives you basic knowledge […]

Part 4 Järfälla Municipality: Measures and plans for solving more cases in Zero Level support

Järfälla Municipality, outside Stockholm, has been using web-based self-service as a support channel for seven years. Last year, they decided to introduce Zero Level support as a stage before first line. Zero Level support is expected to solve 40% of all incoming cases. The challenge is to get users to help themselves via self-service.I have […]