With a knowledge base and a self-service portal in place, you’re probably enjoying the fact that when someone in your organization needs help with a problem that they can solve on their own. It’s great to have options that will only make your business stronger — if you know how to properly utilize them.
Yes, you can utilize the knowledge within your organization! Encyclopedias aren’t just made to look pretty on a shelf, their purpose is to use history to inform future decisions and help people draw conclusions that will make the world a better place.
Okay, so that’s a little grandiose. But you get my point. One of the best ways to take advantage of all that knowledge is through automation. Automation gives you the opportunity to streamline requests without a technician needing to be called upon every single time something comes up. But what do we mean when we talk about automation?
Sharing is Caring
In its most basic form, automation links two systems together so that they are self-fulfilling. This means that you don’t have to have a technician monitoring requests that come in through email each day, and it also means that your employees can find the answers themselves. And it’s not just limited to IT; every department has a store of knowledge that’s unique to their processes. One of the great things about it is that you can make it as small (a PDF document that fills in data into a system as fields are completed) or as big (automated service catalog workflows for service requests from all the departments in the enterprise) as is needed.
You can make information on the services you offer readily available so that you don’t get an email each time. From PTO policies, expense report submissions, or anything else that’s frequently asked, this allows employees to seek answers for themselves without adding to the workload of coworkers. If a question regularly comes up, having a developed knowledge base allows for technicians to share links to how-tos, leading to quicker service and a better understanding of where users can regularly find this information without going through a person.
At Samanage, we’re all about making work life better through the automation of service requests through your self-service portal, knowledge base, and service catalog. With our partnership with Centrify, you can be certain that any information you put into your knowledge base is secure. Automation will take your IT service desk to new departmental heights that will, in turn, benefit other departments, as well.