Enhancing IT Support With Knowledge Management
Knowledge Management provides distinct benefits to IT support. It is important to ensure that people, process and technology are aligned towards the goals of knowledge management, and that best practice approaches are used in the knowledge management program, to help the greater organization benefit from the skills learned by individuals. Leveraging various techniques that have proven successful before can help achieve faster and better outcomes. The CA Incident & Problem Management solution - including CA Service Desk Knowledge Tools - is a powerful technology enabler for Knowledge Management. This solution delivers innovative technology solutions, value-added professional services and education to enable the IT organization to improve the customer's support experience, to increase support capacity and to provide a more cost-effective service.