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KM software - is it necessary?

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by sheilau 1 view

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I am hoping someone will have some insight on how I can approach this. I am the newly appointed project/knowledge mgr. for the help desk, and have been given the project of developing our knowledge content. My issue is this - we have a secure siteon our Intranet where I have cataloged and indexed all of our knowledge. My manager, however, feels we should purchase KM software. I feel it is not necessary at this point, given the small number of potential users and the amount of knowledge we have. Does anyone else have any experience with this? I'd be interested in hearing what others have to say.

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by pills

I've used KM software for storing all our Procedues etc and it was a nightmare, Installing the software setting up templates extra user rights so the user could use the system, update after update, at least with an intranet, you can choose the design, give access rights on your server by group or as you see fit, no extra cost in buying software, you can build it as you wish so it works just how you want it to, it also means you have one less program running on the pc eating up valuable memory, one benifit does come to mind though, it will keep your manager happy for a few days!!

by james r linn

I haven't implmented it, but I will admit some temptation.

You say you have catalogued and indexed your help desk knowledge - is this the general procedures and answers to common questions or is it more, like the solution to every trouble ticket for the past 5 years. A KM would be pretty silly for the former, but might be useful for the latter.

Where I could see using this knowledge is in large organizations where you have alot of diversity/need to share some lesser known information, either with people in the support groups or with potential customers. Today we use ad hoc queries on our problem tracking tool, and it works pretty well.

Where KM would help if we wanted to make the same information accessable to the customers so that they could potentially resolve some of their own issues.

It would also be helpful if your helpdesk handles some more highly technical types of calls, on say custom software packages or telephone switching equipment or something which requires more depth.

Hope that helps

james

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