LZS - Level Zero Solvable - is a metric that can be used to predict customer success with a user-facing knowledge base. It identifies knowledge articles which can be found successfully by end users using their own words to search. #KnowledgeManagement #KnowledgeCenteredSupport ...
A hierarchy built for managing access to particular solutions or knowledge articles, popular with case management systems in the service desk and call center space. An alternative method to keyword searches for categorizing knowledge articles/solutions. Based on a three- or four-tier...
An open-source tool that enables online collaboration and the streamlined aggregation of knowledge. #Collaboration #KnowledgeCenteredSupport #KnowledgeManagement
A character that takes on a special meaning in an advanced search. For instance, * matches any string of characters. #TechnicalSupport #KnowledgeCenteredSupport #KnowledgeManagement
What a person knows that lets that person accomplish a task(s). It may be difficult or even impossible for someone, including an expert, to describe how that task is actually accomplished. #KnowledgeManagement #KnowledgeCenteredSupport
The process of managing some or all of an organization’s knowledge as a resource; the capture and reuse of business and technical information. #BusinessIntelligence #KnowledgeCenteredSupport #ITIL #BusinessValue #KnowledgeManagement #ITSM
The step-by-step resolution to a customer’s problem (used here in the generic sense, not the problem management sense). The solution contains a description of the problem, the symptoms of the problem, and the customer’s description of the problem and other information, which may aid others in...
The information that people are looking for but cannot find because they do not know where to look. This type of information is the most expensive for an organization because so much time is wasted trying to find the required information. #KnowledgeCenteredSupport #KnowledgeManagement ...
The act of requesting information from a database, or the statement used to request that information. #SupportOperations #KnowledgeManagement
A manual that includes everything support center analysts need to know to perform their jobs. Incorporated in the manual are the policies , procedures , call escalation charts, contact lists, supported environments, and service level agreements . #MaturityModels #BusinessContinuityPlan...