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Reinventing the Wheel? How Knowledge Sharing Helps Improve Service Delivery

By Paul Rowe, Senior Support Analyst, Marval


Regardless of industry sector, line of business, role, or day-to-day responsibilities, I think we can all agree that training is important for both professionals and the organisations they work for. The benefits are unlimited and pertaining to various business metrics, such as productivity, performance, employee turnover and job satisfaction. That’s why many organisations invest big in people’s training and personal development, and integrate technologies and modern methods that:

a)      Facilitate integration of the latest trends in learning (e.g. gamification, social and informal learning, etc)

b)      Are more likely to create a big cognitive impact

c)      Are more appealing to the youngest generations, which are a considerable part of today’s workforce


As a business function (and a critical one indeed), Enterprise Service Management is no exception. I know from experience that many organisations provide user training on tools and processes, and refresh courses from time to time, as they ‘ve recognised the link between a well-trained Service Management Team and a great customer experience. These courses are designed to increase people’s confidence in technology and the processes, and to help them make the most of the organisation’s investment in tools.


In our day-to-day work, though, we often come across to knowledge that could be beneficial to both other members of our team and the organisation in the future: The solution to a tricky problem, for example, or hands-on tips to manage a recurring issue. Unless a specific process is in place for knowledge sharing, it is very likely that these important bits of information stay in our heads, with the obvious consequences:

-          Other members of the team will have to “reinvent the wheel” to find solutions that are already there, spending valuable time unnecessarily

-          More resources (people and other assets) will be involved to resolve requests that could be handled at first level, increasing cost of operations

-          The service delivery will be delayed, compromising customer experience


Learning is important, but there is no royal road to it. It requires effort and commitment. The good news is that smart Service Management technology, like Marval MSM, employs advanced features that not only support knowledge sharing, but indeed promote and help reward it. Service Management professionals are encouraged to contribute their feedback, while Marval’s Knowledge Management options integrate self-learning technology in an accommodating and easy-to-use environment. Articles can be easily tracked and retrieved, while the tool itself suggests, in real-time, relevant intelligence that can help the Support Analyst respond to requests rapidly and more efficiently.


The benefits are clear: increased productivity, faster service delivery, improved customer service, better time management, and reduced OPEX amongst them. But most importantly, effective knowledge sharing means building a happier and more confident Service Management team, equipped with everything they need to make an impact.


There is no royal road to learning; but the wheel is already there and knowledge sharing is the way to put it in good use.


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