Knowledge management is the process of curating, structuring, disseminating and auditing knowledge with the goal of maximizing efficiency and optimizing how an organizations operates. The problem with traditional knowledge management, however – and one that has become increasingly evident over the past several months – is that it’s somehow become pigeon-holed into focusing almost exclusively on IT help desk cases.
In order to be truly transformative, business leaders must reframe their thinking about knowledge management to become broader and more proactive in nature. By expanding knowledge management beyond IT, businesses can begin to more effectively target different customer segments.
Take, for example, the various teams and departments like L1 IT Support, Inside Sales and Non-IT Field Service Technicians. Each of these groups has its own unique needs and use cases, but much of their work overlaps. As such, a more comprehensive knowledge management system can and should be used to support them all. This creates and promotes interdepartmental cohesiveness and generates much greater consistency among both internal users as well as external customers.
Of course, pulling all of these various groups, teams and departments together to create one central resource where knowledge is created, federated and stored requires the right technology. That’s where a tool like Ayehu comes into play.
Ayehu can turn knowledge management from a reactive and passive “here’s your answer” tool to a dynamic, actionable and evolutionary solution. Ayehu, with its extensive integration with conversational agents (intelligent chatbots) can deliver automated remediation of a problem, as well as become a source of collective knowledge, using its logging of remediative actions as a source of information for other tools.
This type of inclusive approach to knowledge management effectively eliminates silos and creates a more in-depth and therefore more valuable repository of information from which the entire organization can draw.
With Gartner predicting that by 2024, 80% of IT knowledge bases will be scrapped and completely rebuilt, the opportunity to get a step ahead of the game is abundantly clear. Forward-thinking business leaders willing to adapt their viewpoint and leverage the right technology to see the “big picture” of knowledge management will position themselves and their organizations well ahead of the pack.