Help Desk – Knowledge Management

I am an IT Help Desk Supervisor. I have been tasked with improving time to resolution for Help Desk calls. The knowledge to assist in problem resolution is located in hard copy, vendor cd, internet help site, etc.
1) Can anyone identify a resource(s) which will assist in defining a process to improve access to the troubleshooting information available to HD analysts.
2) Is there a Forum member who is working on a similar project and who is willing to share what they have learned?