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Implementation of a knowledge management procedure for a Helpdesk

For Voo


  • Codify explicit knowledge
  • Centralize the operational documents to resolve incidents as promptly as possible
  • Have access to a Knowledge Base (wiki Confluence) that allows the team to better contextualize an incident and standardize incident resolution methods
  • Reduce the learning curve when a new staff member joins the team
  • Improve collaboration and sharing of experiences within the team

Solutions put in place:

  • Information analysis and recommendations
  • Definition of the types of documents to be implemented in the form of wiki pages
  • Implementation of the information architecture in wiki
  • Definition and implementation of a controlled vocabulary
  • Implementation of a process for the creation and update of a wiki page and the related procedure
  • Definition of roles and responsibilities for knowledge management and documentary processes
  • Definition of access rights and permissions
  • Implementation of a usability test to improve users’ experience

System used:

Confluence from Atlassian


  • Information is centralized in a single access point
  • Final users find information rapidly thanks to a good navigation structure
  • Incidents are resolved within acceptable timeframes; clients are satisfied with the quality of the services
  • Explicit knowledge is reliable and updated regularly
  • Roles and responsibilities are defined, clear and accepted by all
  • Knowledge is anchore thanks to customizing devices
  • Collaboration and learning curve are improved thanks to experience sharing
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