IT Service Management

IT Service management whether serving internal or external users can benefit considerably from using a knowledge management solution. This enable improved access to relevant information at point of use and can facilitate improved IT support in self service as well as service agent delivery.

Support Desk

IT Service Desk Challenges and Solutions

An interesting statistic: 45% of the US workforce spends 3 or more hours a week just searching for information in the Workplace. When that employee is working in front-line services such as an IT service desk environment, an inability to provide
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Network Rail

Network Rail Gain From Knowledge Management Software

Network Rail’s Information Management Operations Centre based in Manchester UK, operate a 24×7 I.T. support function for a large user base of internal Network Rail employees. Key to supporting a wide variety of both internal and desktop applications is the
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needle in a haystack graphic

Web Self Service

How can you offer a quick and effective way for your customers, clients, staff and stakeholders to find and share information more readily?  The answer is by introducing web self service – we explore the benefits that this can bring. An Abundance of Information vs.
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Support Desk

What Problems Are Faced by the IT Help Desk?

Urged to do more with less whilst becoming increasingly accountable for the results is forcing IT help desks to reduce costs whilst still putting the customer first and improve their experience

Knowledge Management Perth

IT Service Desk Productivity Enhancement

This article focus on the ways in which IT Service Desk productivity can be enhanced through the implementation of a quality knowledge management solution. This initial post introduces knowledge management solutions and the many benefits as well as the many challenges
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Sunrise Software Knowledge Management Software

Sunrise Software Knowledge Management Solution for Help-desk and Customer Service Centres Sunrise is the UK‘s leading independent developer and solution provider for Help Desk and Customer Centre software. With the number and complexity of calls into the help desk rising
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United Health Care Knowledge Management Software

United Health Care Knowledge Management Software Solution ITSM United Healthcare is an operating division of United Health Group, the largest single health carrier in the United States.  United Healthcare use KPS Universal Knowledge to author, manage and share information enabling
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Stroma Knowledge Management Software

Stroma Service Consulting IT Service Management Solutions Stroma Service Consulting is an established IT consulting company that supports clients with small to large technology infrastructures.  Stroma is an achievement oriented professional services company that subscribe to the goals of technology
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Greggs Knowledge Management Software

Greggs Knowledge Management Software for IT Service and Support Greggs is the UK’s leading retail baker specialising in sandwiches, savouries and all sorts of other baker-fresh food on-the-go. From 1 shop and 7 vans in Newcastle in 1964, Greggs now
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