Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

Knowledge Management and the Future Service Desk; Part 2: Big Data

Posted by

For a moment, think about your ideal service desk. And look, you probably aren’t even visualizing the physical central location. If you’re on the right side of the cutting edge, you hope fKnowledge Management and the Future Service Deskor a large portion of it to exist virtually, accessible by self service. In an earlier post “Knowledge Management and the Future Service Desk,” we looked at what integrating your Knowledge Management into a self service version of the service desk.Integrating Knowledge Management is only the first step. So, what’s the next step in advancing your futuristic help desk? Incorporate data into a more intuitive service desk. The effectiveness of your service desk can turn the tide from reactive to proactive.

Say we follow a general step-by-step approach to Knowledge Management and look out for where data can be streamlined, integrated, or leveraged to make your service desk more efficient? Let’s see it:

  • Create knowledge, authored by many sources. This is the initial data logged through Knowledge Management. Making this available through self service is the first step in creating a proactive virtual service desk.

Make knowledge data especially easy to input into your Knowledge Management base. This means finding a vendor with the capability to automate knowledge additions from a single tool. Furthermore, make the date easily changeable. This way, data will adapt to meet the end-user’s current need.

  • Maintain knowledge in a logical and intuitive system.

So, you’ll want your knowledge database to be a logically managed source of truth. The ideal service desk offers real, accurate, and context-aware content to the audience. How does a service desk prioritize the right information to the right people?

Big data. Using probable context and associated knowledge (how Amazon offers similar products, or how your favorite clothing store suggests other options) to inform the person, you can prioritize the correct answer for faster, individualized searching.

Also, big data can log higher hits and better ratings on certain knowledge content. From here, it will automatically prioritize effectiveness. So, users are more likely to reach their answer faster.

And with big data, these ratings can change depending on the current environment. Intuitive data can recognize this and offer solutions accordingly.

  • Make Available to multiple audiences over multiple devices.

Increase the self service capabilities. You can make self service answers accessible to end users, service desk agents, or management making business decisions. Using big data to track the separate personas and context, the service desk can provide intuitive answers to what they’re most likely looking for.

Knowledge is more accessible than ever before. Speed-to-answer stats used to track how long the typical call took, or how long it took the service desk agent to pick up the phone. Now, just see how speedily available you can make your information through multiple devices and intuitive organization of Knowledge Management. Cut down keystrokes and time, and see productivity grow.

The service desk of the future will leverage this data to create a truly proactive service. Based on recognizing current correlating incident trends, the future service desk will identify and offer a solution to the end user before they even realize they have a problem.

Leave a comment

Your email address will not be published. Required fields are marked *

CAPTCHA *
Time limit is exhausted. Please reload CAPTCHA.