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KM Task

The document outlines a Knowledge Manager task aimed at enhancing knowledge management within an IT Service Desk environment, following ITIL practices. Key tasks include conducting knowledge gap analysis, creating and maintaining knowledge articles, collaborating with service desk analysts, and integrating the knowledge base with service desk tools. Success metrics focus on incident resolution rates, first contact resolution, and user satisfaction, with a sample weekly task schedule provided.

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burnek bomba
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36 views3 pages

KM Task

The document outlines a Knowledge Manager task aimed at enhancing knowledge management within an IT Service Desk environment, following ITIL practices. Key tasks include conducting knowledge gap analysis, creating and maintaining knowledge articles, collaborating with service desk analysts, and integrating the knowledge base with service desk tools. Success metrics focus on incident resolution rates, first contact resolution, and user satisfaction, with a sample weekly task schedule provided.

Uploaded by

burnek bomba
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Great!

Here’s a tailored Knowledge Manager Task specifically for an IT Service Desk environment,
aligned with ITIL practices.

🎯 Task Title: Enhance Knowledge Management for IT Service Desk Operations

📌 Objective:

To ensure that high-quality, accessible knowledge is available to Service Desk agents and end users,
enabling faster incident resolution, improved first contact resolution (FCR), and consistent service
delivery.

👤 Role: Knowledge Manager (Service Desk)

Key Tasks:

1. Conduct Knowledge Gap Analysis

o Review incident and service request trends.

o Identify areas where knowledge articles are missing or outdated.

2. Create and Maintain Service Desk Knowledge Articles

o Develop troubleshooting guides, how-tos, known error documents.

o Use templates to ensure consistency and readability.

o Ensure knowledge is tagged appropriately for quick search.

3. Collaborate with Service Desk Analysts

o Capture tacit knowledge from frontline agents.

o Hold regular sessions to review common issues and their resolutions.

4. Implement the KCS (Knowledge-Centered Service) Model

o Encourage agents to contribute, update, and validate knowledge during their workflow.

o Train Service Desk staff on creating knowledge articles as part of the incident resolution
process.

5. Integrate Knowledge Base with Service Desk Tools

o Ensure the knowledge base is embedded into the ITSM platform (e.g., auto-suggest
articles when logging incidents).
o Enable self-service through the portal by exposing relevant knowledge articles to users.

6. Review and Audit Knowledge Content

o Perform regular reviews to ensure accuracy, relevance, and compliance with standards.

o Archive or remove outdated content.

7. Measure Effectiveness

o Track article usage, helpfulness ratings, and link to incident resolution rates.

o Analyze impact on FCR, MTTR (Mean Time to Resolution), and call deflection.

📈 Success Metrics (KPIs):

 % of incidents resolved using knowledge

 First Contact Resolution (FCR) rate

 Knowledge article usage rate

 User satisfaction score (CSAT) for self-service

 Number of articles created/updated per month

🧠 ITIL Practices Involved:

 Knowledge Management

 Incident Management

 Continual Improvement

 Service Desk

📅 Sample Weekly Tasks:

Day Task

Monday Review top 10 incident categories from last week

Tuesday Create/update 3 priority knowledge articles

Wednesday Collaborate with Service Desk staff for feedback

Thursday Run analytics on KB usage and article ratings

Friday Conduct QA check on published articles; archive old articles


Would you like this task converted into a weekly checklist, a presentation slide, or formatted as a job
description?

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