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Knowledge Management

KCS: Reduce IT call volume and service desk workload
By Colin Bassant on May 20, 2021

In the quest for efficiency, service desk managers are constantly asking questions. How can we reduce the number of incoming calls? And how can we reduce the average duration of the calls...

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Knowledge Management

Knowledge Management Best Practices
By Hannah Price on April 15, 2021

If you're looking for a way to decrease the amount of time spent on recurring calls, investing in Knowledge Management is a great strategy. At a modern service desk, employees resolve calls...

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Knowledge Management

The benefits of knowledge management for your service desk
By Joost Wapenaar on March 18, 2021

Getting knowledge management right has never been easy. You know that in the long run, recording the knowledge of your service desk could help your team work more efficiently. But it...

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Knowledge Management

[Video] What is Knowledge Centered Service?
By Colin Bassant on October 25, 2018

In this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better?

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