The goals and objectives of effective Service Management are so closely aligned to the goals and objectives of effective Knowledge Management it is hard to separate them. Service desk objectives such as identifying service improvements, training needs, improving processes and reducing costs are equally true of good Knowledge Management as they are of good Service Management.
Universal Knowledge, from Knowledge Powered Solutions, is a scalable and feature rich solution for improving information access across an organisation, providing insight into your incidents and problems and delivering high quality resolutions.
Using Universal within your I.T. Service Management function will;
Reduce escalations
Aid adherence to SLAs
Improve quality and consistency
Identify training needsFacilitate adherence to ITIL knowledge management principles
Increase First Contact Resolution (FCR), Average Handle Time (AHT), Total Handle Time (THT) and reduce call abandonment rates
KPS have been helping I.T. Service Desks deliver exceptional service for over 10 years. Start your journey today by downloading our ITSM guide!
