I’m just back from the SIT 13 show in London and what an event this year! It was great to meet most of our partners who are in the IT help desk arena and establish the latest technologies, trends and what the most important lessons there are. Knowledge Powered Solutions doesn’t exhibit here but we can be found meeting and greeting the great and the good, many of which are our IT Service Management Partners who provide Help Desk Knowledge Management Software as part of their offering. They provide the help desk technology and have also chosen to have a best of breed knowledge management technology.
Key Themes for Help Desks and Knowledge Management
Many a great workshop was attended at the event. The key important notes that came from the show were;
- Speed and flexibility of deployment
- Reporting and Business Intelligence
- Self service
The use of Knowledge Management within a Service Desk
Web Self Service was also mentioned in abundance throughout the show in addition to the move to ‘Cloud Services’ and how it will affect the business models and drivers. With reduced budgets still hitting the IT arena then people are constantly looking to do more with less. With this the increasing need to improve contextual knowledge and use it to make informed decisions is essentially increasing in importance. Information and the use of Knowledge management and what impact it will have and how easy it should be to add knowledge items and information to the knowledge base were also raised in different presentations. The introduction of SaaS2 is still waiting to emerge, as are the discussions around the benefits of Cloud computing.
Integration of Knowledge Management Systems with other applications
The importance of integration with internal support and external support were discussed in light of combined blended experience. This means that the help desk of the future may no longer service just IT but maybe opened up to have one Business Help Desk servicing both internal and external customers. This is all possible if the correct level of service is provided and the infrastructure exists within the business. With the correct knowledge base that can allow the user easy access the information they need at the touch of a button. Access 24/7 through web self service if required, will see a change to improving service levels and show the increasing importance of maintaining and updating the knowledge base with relevant knowledge items and will ultimately showcase the best offerings and value that Helpdesks provide.
I’m now looking forward to the SITS 14 show, registration details can be found at http://www.servicedeskshow.com/