Implementation of a knowledge management procedure for a Helpdesk

Needs:

• Codify explicit knowledge
• Centralize the operational documents to resolve incidents as promptly as possible
• Have access to a Knowledge Base (wiki Confluence) that allows the team to better contextualize an incident and standardize incident resolution methods
• Reduce the learning curve when a new staff member joins the team
• Improve collaboration and sharing of experiences within the team

Solutions put in place:

• Information analysis and recommendations
• Definition of the types of documents to be implemented in the form of wiki pages
• Implementation of the information architecture in wiki
• Definition and implementation of a controlled vocabulary
• Implementation of a process for the creation and update of a wiki page and the related procedure
• Definition of roles and responsibilities for knowledge management and documentary processes
• Definition of access rights and permissions
• Implementation of a usability test to improve users’ experience

System used:

Confluence from Atlassian

Benefits:

• Information is centralized in a single access point
• Final users find information rapidly thanks to a good navigation structure
• Incidents are resolved within acceptable timeframes; clients are satisfied with the quality of the services
• Explicit knowledge is reliable and updated regularly
• Roles and responsibilities are defined, clear and accepted by all
• Knowledge is anchore thanks to customizing devices
• Collaboration and learning curve are improved thanks to experience sharing