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MCSE, CCNA, CCNP, Security+, Network+, A+ Certification
Enhancing IT Support with Knowledge Management
sponsored by CA
Posted:  25 Aug 2008
Published:  25 Aug 2008
Format:  PDF
Length:  11   Page(s)
Type:  White Paper
Language:  English


ABSTRACT:
Knowledge Management provides distinct benefits to IT support. It is important to ensure that people, process and technology are aligned towards the goals of knowledge management, and that best practice approaches are used in the knowledge management program, to help the greater organization benefit from the skills learned by individuals. Leveraging various techniques that have proven successful before can help achieve faster and better outcomes.

The CA Incident & Problem Management solution-including CA Service Desk Knowledge Tools-is a powerful technology enabler for Knowledge Management. This solution delivers innovative technology solutions, value-added professional services and education to enable the IT organization to improve the customer's support experience, to increase support capacity and to provide a more cost-effective service.


Authors

Peter Gilbert
Principal Architect
Peter has provided implementation consulting and technology advice to a wide range of organizations. In the course of his work, he has helped many of them set up, maintain and support effective knowledge base systems.

Roger Morse
Product Management ,  CA
Roger has over twenty years of cross-functional industry experience. In his Product Management role at CA, he provides leadership, expertise and experienced points-of-view for business and project efforts. He is responsible for understanding how customers use CA solutions today, and what future solutions will encompass.

Monica Lee
Product Marketing ,  CA
Monica has over ten years of marketing and consulting experience in the technology and consumer products industry. As a product marketing manager for the Incident and Problem Management solution at CA, she is responsible for understanding customers’ challenges and issues and addressing CA’s ability to respond to business challenges using technology, services, education and support.



BROWSE RELATED RESOURCES
Business Intelligence | Customer Satisfaction | ERP | IT Service Management | ITIL | Knowledge Management

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