Michael's Blog

Organizations today are facing an ever-increasing set of challenges that are brought on by growing service demands an increasing complex IT infrastructure environment.  To manage this ever-increasing demand many organizations are evaluating forward thinking concepts that will enable them to institute changes when they are needed and to offer a quick response when requested.

An approach that should be given consideration is Knowledge Management (KM) which can help address these challenges and empower any IT Support staff to have the information that they need when the need it.  The one constant that any organization can depend on is change.  Just as soon as a new process, methodology or program is put into place some new plan will be called for that will require changes to be made to the current systems or processes.   Additionally, in these trying economic times mergers and acquisitions are a real possibility and IT departments need to be prepared.

Knowledge Management enables an organization to formalize knowledge management functions within IT Support.  Making sure that they can leverage the right people, process and technology that will yield a more powerful IT support structure which will operate at a higher level of efficiency.  To have both tacit and explicit knowledge at your fingertips can make a real difference in the operational functionality of any organization.

The effective use of knowledge management equips the support organization to be more responsive to customers needs, optimizing productivity and enriching support.  The value of having the right knowledge at the right time enables the IT Support department to ensure it is in alignment with the organization's IT infrastructure.

The value of knowledge management includes:

• Decreased costs in “ramping-up” new staff
• Reduced re-work and intense research to solve problems
• Lowering cost of customer satisfaction
• Empowerment of customers with immediate access to timely information
• Increased customer satisfaction by answering calls quickly

Knowledge Management provides distinct benefits to IT support.  Proper alignment of people, process and technology is imperative to compete in today’s world.  Consulting firms such as STAR BASE understands these benefits and strives to evangelize the message to our clients’ to ensure that they are using IT to transform their business.