When customer service or success teams are managing hundreds or thousands of customer queries every day, a collaborative inbox can be an advantage.
Instead of emails going to individual customer service agents and managers, everyone shares the same inbox. Working together collaborating to solve customer problems is a big advantage.
One of the top ways to promote self-improvement is through reading books. Often written by experts or those with knowledge in a particular field, they can be great resources when looking for fresh perspectives on existing or emerging technologies and trends. So, whether you're at work, at your local cafe, or home after a long day, kick back and relax by adding these technology-related books to your 2022 reading list.
In a competitive business environment, it's more important than ever to keep customers happy. You need a proactive, customer-centric help desk and an in-depth and helpful knowledge base sitting alongside that.
Not only does this help customers when things go wrong, but it also makes it easier for them to use a product. Customers are happier when they can access everything they need without requiring assistance from a help desk.
A Knowledge Base (KB) is a crucial part of knowledge management in any business. It is a collection of information that is organized and accessible to employees so they can find what they need on-demand. In this blog post, we will discuss the benefits of knowledge bases and how they can help improve IT management and online library services.
The following are some primary knowledge management system benefits:
The ITIL Guru sat at his desk, looking over the latest monthly IT performance summary. Since he was the Continuous Improvement Practice advisor, he tried to make sense of it. The phone rang.
"Good morning. How may I help you?"
"Hi, Guru. I am the new CIO, Bill. I met with the executive board today. After investing in an ITSM (IT Service Management) tool and ITIL 4 Foundation training, the board is concerned that our IT performance has not significantly improved. I understand that you came to our company with a lot of ITIL experience. Do you have any insights?"
"I was reviewing the performance summary when you called. You are right, and the reports do not show a significant change. There is only one reason for such an overall result. We have not fully embraced ITIL through roles and responsibilities."
The ITIL Guru sat at his desk, looking over the latest monthly help desk performance summary. Since he was the Continuous Improvement Practice advisor, he tried to make sense of it. The phone rang.
"ITIL Guru. How may I help you today?"
"Hi Guru, this is Kevin from the help desk. I wonder if you had some time to discuss my help desk monthly performances reporting?"
"Your timing is perfect, Kevin. Can you come to my office now? I have free time this afternoon."
"I am on my way."
The ITIL Guru sat at his desk, looking over the latest additions in the Continuous Improvement Register (CIR). As a CIR review board member, he liked what he saw -- more IT staff contributing improvement ideas, making him feel good about the progress. The phone rings.
"ITIL Guru. How may I assist you today?"
"Hi Guru, this is Betty. I want your help. The CIO asked me to come to her office tomorrow. She wants me to take over the role of practice owner for Service Level Management (SLM). Since the previous owner did not communicate very often to IT, I don't know what the practice does or accomplishes. Can you give me your expert opinion about the role of SLM?"
"Betty, I am always happy to help explain ITIL.
The ITIL Guru sat at his desk, looking over the latest additions in the Continuous Improvement Register (CIR). As a review board member, he liked what he saw. More and more IT staff contribute improvement ideas, making him feel good about the progress. The phone rang.
"ITIL Guru. How may I assist you today?"
"This is Michael. The CIO requested that I come to her office tomorrow. She wants me to take over the role of Change Manager. Her text does not appear clear about the new Change Enablement practice. Can you help me to make a good impression?"
The IT Infrastructure Library, abbreviated as ITIL, is a library of guidelines that were first introduced by the British government's Central Computer and Telecommunications Agency (CCTA) during the 1980s that outlines a complete list of best practices to be adopted for delivering IT services. The guiding principles listed in ITIL have undergone several revisions over time after they were first introduced and currently include five books, each dealing with different aspects of IT services, with one unit of the ITIL System focusing on the 7 guiding principles.
Help desk technician is a job that does not seem to be talked about enough. It is an essential position in any business, and it is not going anywhere anytime soon. Those in these positions often work in the IT department of an organization but can also be employed by a software company or other vendors that sell computer-related products and services to businesses.
