Encouraging Self-Service with an Effective Knowledge Library

By: Absolute Team | 5/8/2015

IT support teams often get inundated with simple, repetitive issues that they attend to individually. There is no analysis of service requests or understanding of the impact of a service request to understand its impact on productivity or profitability. In essence, IT support is often tied up and running blind. 

With this in mind, products such as Absolute Service are transformative for organizations. Absolute Service can allow organizations to log, prioritize and handle IT support requests, looking into service trends or resource allocation efficiencies, while also supporting self-service options to end-users. Self-service IT allows simple, common service issues to be detailed in a knowledge library that employees can access on their own, freeing up IT resources and empowering end users.

How to Create a Knowledge Library

When creating a knowledge library, an organization must first ask: what are the common issues? We suggest the following steps to creating an effective knowledge library:

  • Use Absolute Service to analyze service requests and port common questions into a knowledge library. Do this on an ongoing basis as you spot trends, so your knowledge library is always improving.
  • Get feedback from users on the kinds of issues they would prefer to look up on their own.
  • Create detailed articles about procedures, to encourage employee best practices. This could be ‘What to do if my device is missing’ or ‘How to spot a phishing attempt’.
  • Keep your answers clear and simple.
  • Ensure your library is well-organized, so it is easy for users to find answers.
  • Do a periodic review of your knowledge library, to ensure questions remain both relevant and accurate.
  • Make sure it’s accessible from any device or location.

Absolute Service is more than just a help desk, though. Absolute Service provides you with ITIL-certified best practices to predict potential points of failure so that your organization can make real-time decisions for the most efficient and cost-effective outcome. With a data-driven view of the overall business, IT can assess the potential business impact of each service request. This is important since a simple hardware failure can have serious productivity and profitability implications to other parts of the business.

At Absolute, we know that self-service is transformative to employees, not just to the IT department. Employees who may be hesitant to ask a question, or report an issue (such as a lost device), feel less singled out if they can serve themselves. That’s why we've also built self-service options into Absolute Manage, allowing for faster response time if a device is mislaid. Best of all, our products are meant to work together. When combined with Absolute Manage, Absolute Manage MDM, and/or Absolute Computrace, Absolute Service customers can perform asset management or security functions directly from the Absolute Service console – for even faster problem resolution.

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