Monday, May 14, 2012

FAQs and Knowledge Management - 
A Fresh Approach

Request TemplateMost end users do not make use of the answers to frequently asked questions (FAQs) that their IT support organization makes available online. That is because they typically need to make a conscious decision to look them up. Some organizations have tried to solve this by forcing end users to first review the FAQs before they are allowed to submit a request.

ITRP Self Service approaches this slightly differently. After an end user has selected the service for which he/she needs support, the ITRP Service offers answers to FAQs among the other types of requests that are commonly submitted for the service.

Request Templates in Self Service
This allows users to benefit from FAQs without requiring them do anything they would not have done otherwise. And if the selected FAQ does not answer the question, the end user can simply continue by submitting a request.

To ensure that the IT support staff does not see all the easy FAQs, you can now specify in the request templates where they should be presented.

Request Templates Visibility
There will also be knowledge articles for the resolution of frequently submitted requests which would not benefit end users. That is because they are either too complex or because end users do not have the required access rights to make use of them. The availability of such request templates can now be limited to service desk analysts and IT specialists.

Request Templates in the Service Hierarchy BrowserMaking these complex technical instructions available in the Service Hierarchy Browser for the IT support staff and including FAQs seamlessly in Self Service for end users gives the IT organization a powerful, yet easy, way to target the correct audience with the knowledge it manages.

Together with the task templates, the request templates provide a solid foundation for the knowledge management activities of the IT support organization. People no longer need to look up instructions; they are offered proactively when they are needed.