Knowledge Management

Knowledge is power. And with Knowledge Management, you have the power to make your service desk the most efficient it’s ever been. Knowledge Management means collecting, creating, and managing all of the knowledge within your organization in a knowledge base and sharing it with your co-workers. Not only does Knowledge Management save time, but it also increases customer satisfaction and makes working at the service desk more fun. Check out these blog posts on Knowledge Management.


What are the benefits of Shift Left for ITSM?

What does shift left mean for ITSM? Discover the definition and the five core benefits of shifting left for IT departments.


4 knowledge management best practices for a more efficient IT service desk

Is your IT service desk overrun with recurring incidents like password resets? There’s a solution...


Regain control of your service desk with these 8 tips for working smarter

Meet Michael. Before switching to smart, he was tired of feeling overwhelmed, of incidents...


KCS: reduce IT call volume and service desk workload

In the quest for efficiency, service desk managers are constantly asking questions. How can...


The benefits of knowledge management for your service desk

Getting knowledge management right has never been easy. You know that in the long...


How to implement KCS in 6 steps: Training and Coaching

Getting Knowledge Management right has always been tricky. It’s always important, but never urgent. Knowledge...


How to implement KCS in 5 steps – and get measurable results

Getting Knowledge Management right has always been tricky. It’s always important, but never urgent. Knowledge...


Preparing for Knowledge Sharing: overcoming Knowledge Management challenges

Whether you are just looking to start the process of better knowledge sharing in...


5 vital Knowledge Base KPIs for better Self-Service

Knowledge Management is a never-ending process; continuous development in your organization means the knowledge...


Writing better Knowledge Base Articles

So often, the problem with knowledge bases is that they are hard to understand....


Practicing what we preach – how we implemented Shift Left at TOPdesk

Shift left is a bit of our mantra at TOPdesk, so why would we...