What Are Benefits of a Knowledge Base for IT Helpdesk?

Unfortunately, there is no universal definition of knowledge management (KM), just as there is no agreement as to what constitutes knowledge in the first place. For this reason, it is best to think of KM in the broadest context. KM is the process through which organizations generate value from their intellectual and knowledge-based assets. Most often, generating value from such assets involves sharing them among employees, departments and even with other companies in an effort to create best practices. KM is not technology. It is a process. IT often facilitates KM.

What benefits can companies expect from KM?

Some benefits of KM correlate directly to bottom-line savings, while others are more difficult to quantify. In today's information-driven economy, companies uncover the most opportunities — and ultimately derive the most value — from intellectual rather than physical assets. To get the most value from a company's intellectual assets, KM practitioners maintain that knowledge must be shared and serve as the foundation for collaboration. Yet, better collaboration is not an end in itself. Consequently, an effective KM program should help a company do one or more of the following:

+ Foster innovation by encouraging the free flow of ideas

+ Improve customer service by streamlining response time

+ Boost revenues by getting products and services to market faster

+ Enhance employee retention rates by recognizing the value of employees' knowledge and rewarding them for it

+ Streamline operations and reduce costs by eliminating redundant or unnecessary processes

These are just some relevant examples. A creative approach to KM can result in improved efficiency, higher productivity and increased revenues in practically any business function.

See https://www.givainc.com/knowledge-base-software.htm for Screen shots and Report examples.

See https://www.givainc.com/knowledge-base-software.htm for a White Paper on Knowledge Base ROI.

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use