ITSM Knowledge Management
Compile and publish information such as symptoms, cause and resolution details across your Service Desk. Better resolve customer incidents, and track workarounds to problems and known errors.
1. What Does It Do?
- Automatically search approved knowledge articles relating to a caller’s issue and mark specific articles as the solution
- Provide feedback on quality knowledge by providing ratings
- Flag knowledge as out-dated or incorrect, or submit for review
- Document symptoms, cause and resolution details or link to external resources
- Reward knowledge authors based on quality of their submissions and real customer feedback, using gamification techniques
2. Key User Benefits
- A more consistent level of knowledge across support
- Increased customer satisfaction
- Reduced call volumes
- More knowledgeable and more motivated staff
3. More Info
Publishing and sharing knowledge across your Service Desk ensures your customers receive a faster, more consistent response, time after time. It even speeds the ramp-up time for new support staff. But by using Knowledge Management and publishing knowledge articles to your Self-Service customers, they can help themselves without ever having to contact support. Tap into the knowledge of your team and share information such as symptoms, cause and resolution details in order to better resolve Incidents, and track workarounds to Problems and Known Errors.
Once you’ve captured your knowledge don’t keep it to yourself. Organize your valuable information with simple category classifications and keyword tags, to ensure it can be easily found in the future. Dynamic searching will ensure that this published knowledge is presented to your support agents quickly and easily while they’re logging the details of an incident.
Having all your knowledge in one place will speed issue resolution, enable new staff to acquire knowledge rapidly, and can have a dramatic effect on the number of reported issues should/when you put this information in the hands of your end users. Watch the video on Intelligent Searching of knowledge management to learn more about how Sunrise IT Service Management can help you harness the information within your Service Desk.
What Our Customers Say
"Sunrise has been transformational in how we are now working and the data that we are able to capture and use."
"We saw that Sunrise’s employees are really enthusiastic about the company and hugely experienced. That made our decision very straightforward - Sunrise is just the right partner for us. Adopting the SaaS model means we don’t have to worry about release cycles or server management either, as it’s all managed by Sunrise."
"As with the entire NHS, we have a focus on efficiency, and Sunrise enables us to automate many of our processes, giving staff time to handle more complex, more challenging jobs where they can really add value."
"We have the ability to customise the platform for different areas of the university and have removed the need for a multitude of platforms from multiple providers."
"It’s all there at your fingertips with Sunrise. When we showed Sunrise ITSM to the rest of the team, it was a case of ‘when can we have it?'"
"Flexibility, scalability, customisation and speed of implementation were paramount to us. Sunrise ITSM enabled us to improve and alter the way in which we logged and managed queries through to resolution, with a clean and simple user interface that staff could quickly and easily get to grips with."
"The relationship we have with Sunrise feels more like a partnership than a client / supplier dynamic. They have always responded to our feedback 100%, and gone out of their way to support us in our ISO/IEC 20000 undertaking."
"Thanks to Sunrise and ITIL we’re confident that we can deliver the service our customers require and better understand and respond to their changing needs, in a more digitally-driven world. "