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Help Desk - Knowledge Management

By ThomasoM ·
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?

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I can point you to tools and standards.

by jmgarvin In reply to Help Desk - Knowledge Man ...

A) ITIL: FTW, seriously. ITIL will explain how your processes *SHOULD* work. Incident and Problem will most likely be your focus. Maybe a little Inventory Mgmt and Configuration Mgmt stuff too.

B) BPML/BPMN: Diagram those processes out.

A) My company, FrontRange (, sells a product called HEAT for service desks and a product called ITSM that is ITIL centered.

B) You can also look at Remedy ( and Magic ( As far as I know Magic is not ITIL, but Remedy can be. However, Remedy is very expensive. Magic is the cheapest of the bunch, but not very configurable.

Good luck in your search!

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Thank you to all posters

by ThomasoM In reply to Help Desk - Knowledge Man ...

The project has been put on hold. However, I thank all of you who responded with some helpful info and suggestions.

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