By Jim Zimmermann
How does your organization solve its most difficult IT problems? Your support team requires a combination of IT workers trained in applications and services they support along with the skills and expertise of support staff who have seen it all. Smart organizations profit from collective knowledge by connecting those who know with those who need to know.
What is knowledge sharing?
How can your organization leverage the collective knowledge of your IT team? Leading IT Service Management (ITSM) organizations are profiting from the expertise of their people by connecting teams and individuals with different skill sets. Allowing novice employees and experienced pros to share information provides everyone the opportunity to learn from each other.
Think about the newest software application, system, or service provided at your organization. Has the entire organization been trained on what this is and how this works? Maybe just a few key people will be trained. How can these few people teach and share in a way that will impact the whole organization? Could everyone in the organization learn to resolve any issues, problems, or questions that come up with this new knowledge?
Knowledge sharing works.
Research shows knowledge sharing works. A recent Aberdeen Group report found IT organizations that focus on knowledge sharing:
- are more likely to reduce service costs
- report shorter times to solve incidents
- receive fewer calls to the service desk
Businesses are turning shared knowledge into savings – they are 2.3 times more likely to reduce the cost of IT service. While great IT learning content matters, that’s only part of the equation. When your employees have ability and expertise, ask if they also have the platform and support needed to share. Social learning and collaboration tools, like those embedded into Skillsoft and SumTotal learning solutions, can enable the type of knowledge sharing that helps ITSM teams become more productive.
Social learning is a key aspect of knowledge sharing. At Skillsoft, our Community features allow staff to add shared notes/comments and recommendations to any Skillsoft learning asset. For example, if an IT staff member fields a call from an end-user and finds a resolution to the problem in a book or short video, the support tech can add a comment in the relevant section explaining how this information helped solve the problem. Other team members would see the comment and could read/watch the material to learn more.
Being able to provide a direct link to any Skillsoft learning resource also enables knowledge sharing. Going back to the previous scenario, the staff member could grab a link to the learning resource and share it with fellow IT staff members, or include it in an email to end-users so they can follow it to get answers to common questions. Some of Skillsoft’s customers embed links to learning resources directly into SharePoint, Chatter, or other collaborative tools to help ease the burden on IT staff and enable self-service for end-users.
Whether you use social learning tools, have staff share information via Lunch & Learns or provide end-users links they can use to troubleshoot on their own, you can help your IT service center become more efficient.
Want to know more?
Download this report to learn more about how your IT team and organization can benefit from knowledge sharing and collaboration.
Jim Zimmerman is Director of Product Marketing at Skillsoft