5 Signs you would like a Network Operations Center

More than ever, network amount of your time has intensive consequences that directly have an impact on revenue and consumer satisfaction. Last year, IHS Markit - variety one analytics and knowledge company - pooled prices of network-related incidents and situated that network amount of your time costs up to $60 million a year to businesses.But what are typically done to prevent devastating network failures?

A reasonable answer may well be a Network Operations Center (NOC) administration. A Network Operations Center may well be brought along website that has business support for transcription recognition and prevalence the executives bolstered best practices from the knowledge Technology Infrastructure Library (ITIL). To put it plainly, a usable allows your business to limit organize timespan, rising system duty, and execution. usable facilitate ought to be thought of once organize the board keeps a corporation from that represent extended authority in its center skills. Be that because it might, there are varied elective factors that are usually unremarked. On the off likelihood that your organization has any of the resultant signs, you ought to contemplate cash in NOC Services.

• Poor Network performance - System execution is calculable by three primary markers: immobility, bundle misfortune and product. despite the very fact that your organization depends upon a minimum of data and correspondence advancements (ICT), these frameworks transmit a good several data bundles, alluded to as parcels, each day, and numerous completely different parts can have an effect on this transmission. Any deferral in electronic correspondence or immobility can give birth to further harm to your system. within the event that your system collectively starts to lose parcels - anywhere the knowledge bundles don't hit their goal - the quantity of data your system can move in Associate in Nursing extremely given unit of it slow or the product is diminished, prompting a powerful system decrease . the presentation. 

For instance, if a system with no idleness or bundle misfortune causation data at ninety 3.5 Megabits for each second (Mbps) completely encounters a parcel misfortune pace of twenty-two, the bit rate will increment to a few.72 Mbps. With a comparable a handful of bundle misfortune rate, even a touch deferral of thirty milliseconds will downsize the charge per unit to at least one.63 Mbps, that's a lot of from the underlying pace of ninety 3.5. Thus, your gifted system is in addition dynamic, anyway its inability will constantly negatively have an effect on its center capacities and client fulfillment. proceeded with execution debasement may well be a powerful sign that your organization would have the advantage of intelligence officer administration. intelligence officer engineers work aboard your IT representatives to see prompt occurrences, while making approaches to execute once a while to expand your system's assets.

• Limited It Resources - Having the correct resources dedicated to managing the network is crucial. If your company includes a tiny IT employees with one or 2 engineers, you run the chance of a large-scale outage while not correct support, particularly if those workers are absent or departure the corporate. As a result, businesses are typically stuck during a paradigm between staffing and outsourcing. whereas employees growth eliminates short staffing or talent shortages, redoubled employment, information loss because of turnover of contract employees, and lack of commitment to service level have serious long consequences for employees companies. Associate in Nursing intelligence officer may be a repository of information and skills that functionally isolates your business from the loss of important IT resources throughout employees turnover. With 24/7 observation, 12 months every week, intelligence officer service, sturdy medical specialty, and a network expertise, your company is rarely searching for enough IT support. additionally, the NOCs have clear valuation structures directly associated with service level agreements. this permits a corporation to seek out the service that most closely fits their desires and budget.

• Limited Network Insight - Understanding the IT desires of your business is important to maintaining a sound organize and guaranteeing client fulfillment. Be that because it might, handling a system desires a gathering of express talents and exacting adherence to best practices to meet organize consistence wants. CNO engineers are organize authorities and supplement the capacities of existing specialists to raised meet the wants of your system. With the distended perceivability gave by information specialist advantages, your association can move from overseeing system disappointments to advancing execution and reliability. distended reliability limits amount and lost financial gain as a result of poor organize execution or blackouts. also, NOCs that grasp a Security Operations Center (SOC) provide your endeavor with get to the executives and information security arrangements by perception suspicious system movement and illuminating them concerning security and consistency wants. This guarantees your current IT engineers are alert to dynamic system security measures that your organization information is totally ensured.

• Excessive Noise - The high alert volume is another downside for many firms. Alerts or excessive noise on your network can merely take up most of your IT employees time; and if your engineers frequently reply to incidents, they'll struggle to unravel the muse clarification for these problems. Associate in Nursing operative service will facilitate your business still troubleshoot as presently as they occur, but operative engineers can work to optimize your network by eliminating excessive warning noise. Through careful information analysis, operative engineers can filter alerts as they're resolved and establish them to the cause. This root cause analysis (RCA) dramatically reduces the number of alerts and helps establish the operational baseline for your organization's network. throughout this sense, an operative service manages incidents responsively and proactively improves its IT infrastructure. This methodology effectively streamlines your network and in addition saves your business time and money.

• Expected Growth - Technology is systematically evolving and this fast pace can build the prevailing IT infrastructure obsolete. As a great deal of and a lot of businesses believe IT to perform their core functions, business growth will even merely outdo the company's existing IT resources. as a result of the demand on a network can increase, the time and resources required to run it increase exponentially. An intelligence agent service is a vital quality for the quality of a business. An intelligence agent service prepares your network for increased information traffic and ensures that it continues to retort effectively to operational standards. As your network encounters new problems and adapts to growing demand, intelligence agent engineers manage incidents and work continuously to revive their operational baseline. As a result, an intelligence agent service helps your network grow its business whereas not serious interruptions.

An intelligence officer allows Your Success 

Dealing with the IT foundation can be confused and long trip that usually keeps corporations from that pay important time in their center capabilities - in any case, it's something however Associate in Nursing endeavor they need to confront alone. A CNO administration works aboard your organization to affirm the prudent activity of your system and satisfy business tips, discovering short problems and actualizing since quite whereas were gone run arrangements. up the exhibition of your systems will expand the stock and responsibility of the system, which might fulfill purchasers and grant your business to specialise in its center capacities.

Role of IoT managed services in the evolution of corporate IoT

IOT Managed Services is ready to help companies in many ways, from building and managing the entire network to helping them tackle specific projects, such as moving to 3G extinction.

IoT is no longer just the domain of the first users. It also means that multiple companies can undertake IoT implementations without fully understanding what lies ahead. Many are faced with decisions about how to integrate IoT architectures into their existing network environments, how to continue managing those architectures, the devices that connect to them and the applications that run them.

IT staff in companies have faced many similar decisions in the past when implementing new technologies, deciding whether they want to be involved in creating or managing solutions or seeking help from managed service providers who can do everything there. MSP can help you with everything related to planning, purchasing hardware and software, building architectures and long-term management of their networks and services.

MSPs have been important business partners for decades, helping them through the evolution of connectivity, security and cloud computing technologies. The latest evolution that companies are looking for MSP support is the evolution of IoT.

"There has been a change in philosophy from the belief that IoT is as simple as getting a data plan and connecting hardware," said Chris Baird, CEO of OptConnect, a communications company. Kaysville, Utah, which provided managed services. for many years and officially launched an IOT Management Services offering at the recent IoT 2019 global conference and exhibition in Santa Clara, California. “If you think about how large the IoT is for businesses and everything they need to start, it can be complex for many companies to bring together different parts of the entire IoT solution. "

The IoT managed services the market is growing rapidly, according to Persistence Market Research. The market, which includes services such as infrastructure management, network management, device management, security management, and data management, by the way, will be worth over $ 94 billion by 2026, with a compound annual growth rate of over 20% between 2018 and 2026, an estimated PMR 2018 study.

Different needs

Ultimately, there are many reasons why a company can choose a managed IoT service provider. The most obvious is that they lack the knowledge and experience to do the job effectively and profitably on their own.

Steve Garrett, OptConnect product manager said that with a growing interest in IoT, many companies are just starting to explore it "they are not fully educated and have no idea how to connect their equipment." These are the companies that are likely to need a fully managed service solution that includes everything from sensor hardware to connectivity, security, network monitoring and potentially more.

Other companies, said Garrett, "know the IoT and are trying to rebuild it. They could try to make the decision to create or buy and realize that there is simply too much choice. An MSP can help a company at this point. , managing parts of the IoT construction or managing aspects of the IoT architecture that the company decides not to manage alone.

Garrett said companies that are very knowledgeable about IoT and advanced enough in their IoT travel, however, may find themselves forced to migrate a self-managed architecture to a third-party managed service. "We have customers who have implemented 4,000 to 5,000 sites on mobile phones, who are overwhelmed and have learned that they can no longer grow their business. We have passed many of these portfolios and transferred them to our services."

For some companies, the need for managed Internet of Things Services may not be due to a lack of knowledge, but to more practical business management problems, such as a lack of budgets to distribute IoT equipment. These companies may find it more advantageous to pay the IoT as an ongoing operating expense than to allocate a much larger budget for both the initial investment expenses associated with the implementation of the IoT.

But not all companies may need a "nut soup" managed service solution, as Garrett described. Some companies may not have enough team members with specific skills to manage an aspect of IoT management, such as connectivity, security, data analysis or device management. In these cases, an MSP can manage this sore spot instead of everything. For example, OptConnect, which is largely focused on cellular technology for IoT connectivity, can focus on managing a company's connections with several cellular providers without being more involved in the company's internal IoT architecture if that's all serves, he said.

"Sunset" management

Sometimes the need for managed services becomes clear from the first day that a company starts developing its IoT strategy, but in other cases, the need may be motivated by an event that is not necessarily under the control of that company. An example of this specific type of problem is the so-called "3G sunset", which refers to the plans of several major cell phone operators to ultimately eliminate 3G connectivity as 4G becomes more dominant and 5G begins. to distribute. Many mobile service providers will turn 3G off by the end of the year and 2020, but different operators are likely to do so at different times, making the transition potentially confusing.

Add to that the idea that preparing corporate IoT networks for this transition is not as simple as simply replacing a 3G module with a 4G module. 4G has features, including increased bandwidth, that improve 3G and could provide companies with a reason to rethink their applications and the way they use their IoT connections. 3G modules on industrial equipment may also require more time and planning for disconnection and the regulatory rules governing the certification of these devices may differ from generation to generation. These problems are proving to be a determining factor for companies seeking help from MSP and have inspired some IoT device vendors to start offering device management as a managed service.

"Overall, this is a long-term strategy," said Dennis Kelley, executive vice president of sales for Telit, via email. “With the disappearance of 3G networks, companies that implement IoT must ensure that whatever decision they make, it will last for the duration of their implementation cycle. For example, in the utility sector, they expect the meter to remain off in a customer or industrial site for 10-15 years. "

He added: "When moving from 3G to 4G, this is a technological change, so there are different features and different ways of operating the network. Companies have to take this into account. So there are regulatory considerations." It's not just about removing a form and inserting a new one will suddenly be automatically certified, "said Kelley." In general, regulatory rules have changed since the last time a customer certified. Customers need to be aware of these changes and therefore be prepared to comply with these regulatory rules to implement this next-generation device. "

As IoT becomes more essential to a company's success, more of them can maintain responsibility for certain IoT processes and functions internally, particularly those with the most commercial sensitivity or value. competitive. In these cases, companies are simply trying to protect their "secret sauce" and MSPs need to work with them to supply the parts they need, Kelley said.

"Their concern is security: whether or not someone has access to their request," he said. "So they run it on a CPU and on the motherboard memory, and it works the same way, whether it's a service or a platform. We have customers who want us to manage everything, as far as And we have other customers who just want us to we are a data channel or simply want to add a courier service or be the data platform, so it just depends on the customer and how to run his application. 

Network Engineer

Network engineers are responsible for the distribution and maintenance of computer networks within the company. Fundamentally, a network engineer is responsible for ensuring that customers have access to the Internet in a safe, secure and secure manner. They focus on ensuring a coherent network and maintaining servers for a coherent connection.

Specific tasks for the network engineer are the implementation of network solutions, troubleshooting, configuring security systems and managing the network infrastructure to maximize customer work.

Related places

• Assistant Engineer
• Helpdesk 
• Cisco engineer
• Voip engineer
• First / 2º support

Responsibility

The main functions of a network engineer are:

• Solve network issues for maximum network performance
• Firewall management and computer security system management
• Router configuration
• Data server and network device update
• Ip address audit
• Get in touch with project managers and service engineers

work hours:

Traditionally, we work from Monday to Friday with normal working hours. However, if you have technical issues, you should contact them for weekends or hours. Hire a network engineer for your project or business.

Qualifications and skills required

The entry level network engineers have computer training and master's degrees in the following fields:

mathematics

Data processing

Computer systems engineering

Electronic

Physical

Larger companies often have a postgraduate master's system that directly employs graduates in the IT group. However, there are cases where experienced candidates have applied without reputation.

Technical skills

As the role of network engineer is constantly evolving, it is difficult to specify the technical skills required to fulfill this role properly.

A good network engineer can:

• Planning, implementing and monitoring computer networks
• Understand the technical requirements of your employer's company
• Thorough knowledge of network protocols and services such as TCP / IP, DNS, DHCP
• Fixed issues with network features such as security, server and routing

Building The Case For SOC/NOC Integration

SOC / NOC integration improves efficiency and effectiveness

What is a SOC? (Security Operations Center) and What is a NOC? (Network Operations Center) both perform essential functions in the network. And while each performs a different function, there are significant overlaps that can be leveraged to create more efficiency and effectiveness in one's organization.

SOC staff must assess and respond quickly to security events to resolve cybersecurity problems before they can adversely impact the business, while NOC staff are responsible for ensuring that the network maximizes availability and ensuring that bandwidth and demand can be handled correctly.

Your SOC and your NOC have a demanding job that they have to manage constantly, but their goals are different. When your network has both types of operations centers, can they operate together? Are there layoffs that can be eliminated?

Maximize concentration: identify and eliminate SOC / NOC layoffs

Redundancy is excellent when it comes to the number of network devices, servers and data storage devices available. Additional infrastructure is required to continue responding to network requests in the event of a component failure or to adequately manage periods of high network demand.

But when it comes to SOC and NOC repetitive tasks and functions, redundancy can be ineffective and expensive for your organization. What if you integrate your SOC and your NOC? Are there any benefits?

Suppose a network anomaly is detected. A device stops working, for example. Someone who thinks like a SOC analyst will wonder if the device has been hacked. A person who thinks like an NOC analyst will wonder if the device has failed for a reason unrelated to cyber security. If SOC finds no evidence of a cyber attack, continue. If the device is not working properly due to a cyber attack, the NOC may not be equipped to recognize it.

In this case - and a multitude of others that occur daily in SOCs and NOCs around the world - it would be much more effective for SOC and NOC to join forces rather than duplicate their efforts. Separately, security operations and network operations can be plagued by problems with one hand not knowing what the other hand is doing. Together, a company can significantly save on labor costs by combining centers and improving their overall efficiency.

Bring your NOC and SOC together

The NOCs and SOCs have intervention and intervention teams, call centers and surveillance. Both centers work hard to ensure the integrity and availability of IT resources and can work well together, but few companies really integrate these functions.

Of course, the way you bring the two teams together determines your level of success.

A properly integrated SOC / NOC, otherwise known as the Integrated Operations Center (IOC), converges at three different levels:

• Organizational level: includes cross correlation, identification of models from shared NOC / SOC monitoring tools, ordering and collaboration.
• System level: includes standard operating procedures, process integration and service level agreements (SLA).
• Activity level: implies the shared use of a common information aggregator that collects all relevant network monitoring data and logs and distributes them through integrated tools and dashboards.

The potential to improve incident response and overall network efficiency should already be evident. Let's see what this means for the different levels of NOC and SOC.

Maximum integration can be done on the first level. This level has similar functions in SOCs and NOCs: alert monitoring, ordering of alerts and monitoring of the integrity of the network and safety sensors.

7 Traffic Techniques for Network Marketers

Summary:

Network Marketing is a numbers game. The more people present your opportunity, the more money you will earn. Find out the best ways to drive traffic to your network marketing site in this informative article.

Article Body:

Network Marketing is a numbers game. The more people present your opportunity, the more money you will earn. To start generating a steady stream of traffic to your site, try these 7 creative techniques:

1. Write and distribute articles, reports, and electronic books. Internet Marketing users are interested in one thing: information. Use it to promote your business by creating high-quality content and allowing others to reprint it for you. A great way to do this is to distribute a digital book or special report. This is one that the owner of a website or list can modify to include a reference to their website. This does not mean that they appear to be the publisher, it is just a way to include information on where to download the ebook and (if applicable) include your affiliate link for your products and services.

2. Participate in discussion groups, forums, and mailing lists. There are hundreds of forums online and you can find one for almost every topic imaginable. Most allow you to include a signature line to be attached to each message. This is an opportunity to advertise your site. Visiting these forums to post thoughtful questions and offer your expertise will mean that others will see your signature and bring you free, targeted traffic. Of course, the amount of traffic you get depends on how often you post and whether your signature makes people want to visit your site. A good approach is to use an ad with which you have been successful elsewhere as your signature.

3. Join networking sites to build your personal network. Networking sites are designed to make it easier for people to meet others in your industry and advertise their products and services. Like offline networking events where many people gather for the sole purpose of meeting people, online networking sites work the same way.

4. Use classified sites and traffic exchanges. Classified ad sites and traffic exchanges have earned a bad reputation, but they really work if you know how to use them. If you're promoting a product or service that advertisers can benefit from, they're a great place to get traffic. Although few consumers visit these types of advertising sites, many website owners do so to ensure that their ad appears on the site. While they're at it, they can't help but notice other ads, and if one catches your eye, you're likely to attract a visitor.

5. Organize a contest. People love the possibility of winning something, so a competition can be a great traffic generator. The key is to choose a price that appeals to people from your target audience. If you turn the grand prize into a new laptop, you'll get records of everyone who wants to win a new laptop (which is basically every computer user in the world!). Get more targeted traffic by choosing something that interests your target audience, but that doesn't mean much to others. To get started promoting your contest, Google "contest directories" and you'll find plenty of places to list your contest for free.

6. Include a powerful signature in all outgoing emails. Every time you send a letter, you have the option of attracting a visitor to your site. Just create a "signature" that is automatically added to every outgoing message. Use the signature to briefly explain what you are doing, provide your USP or motto, and add a hyperlink to your site. Once installed, you no longer have to think about it!

7. Test the classifieds in the newsletter. There are many newsletters that offer classified ads to new subscribers. While these generally don't deliver a great response, they can drive traffic if you offer something with a high perceived value but a low price. They're also a great way to test new ads to see which ones get the best response. Once you've found a winner, use it in a PPC campaign, convert it to your new email signature, run it as a main sponsor newsletter ad, or use it as a forum signature.

Help Desk Definition

What is a Helpdesk?

A helpdesk is a tool that organizes communication with customers to help companies respond to customers more quickly and efficiently. Using a helpdesk enables your support team to deliver the best possible experience to your customers.

Support services provide functionality to provide context and information about the customer experience, and also provide internal functionality to compare the performance of your support team and ensure that your team is the best option. Helpdesk tools are one of the most integrated tools to successfully manage a customer base.

A beginner’s guide to a helpdesk

There is so much information on support services that it can be overwhelming. Fortunately, we've put together information that will help you discover what a helpdesk is, what it can do for you, and how you can choose one for yourself. Find out what we have planned for you.

Why do people use a helpdesk?

No matter who you are, more than one person is likely to interact directly with customers each day. If this happens on several different email accounts with several different people, it can be difficult to have a context where you are already talking to a customer.

Helpdesk systems bring everyone's interactions together into a single interface and allow differently conversations to intersect and use for more context in the customer experience. It also allows you to use features like categorization and automation as a way to track down the kinds of problems your customers face.

A helpdesk tool helps build an organization out of chaos by keeping your ticket process clean and giving your agents the tools they need to do their job better.

How a helpdesk can help you?

If you are wondering if the support service is right for you, you may be looking to improve your customer service experience for your customers. Implementing a helpdesk can help in the many ways we have listed above, but let's look at each of these benefits individually.

Unify all your support channels in one place

Even if you don't currently support multiple channels like video, email or phone, having a helpdesk will allow you to unify all of your support channels in one place. There's nothing more frustrating for a customer than starting in one place (like a chat or phone) and mixing from one channel to another to try to get a response. Having a support application that allows you to easily transfer a client from one channel to another will be a blessing for you and for them.

Find out how your support workers are doing

If you only use personal inboxes to handle customer inquiries, you probably don't know what your customer service agents say if what they say is correct or how much they drive in a day. This information is important because it helps you evaluate your future hires while helping your agents monitor your own individual growth. A helpdesk system would help with this through robust analytics and customizable reports.

Find out what your customers value with marking and analysis

While you can gain insight into what customers are interested in through one-on-one conversations, the labels and analytics provided by offices allow you to get a clearer and more complete picture of their needs and wants. This is the best way to learn more about the things you could change in your product, add to your documentation, or slightly modify your processes to get better ticket deviation and happiness ratings.

Proactively help your customers with a knowledge base.

Finding good documentation is difficult, especially if you don't have a helper application to help you build a knowledge base. Customers prefer to find their own information instead of contacting technical support, but if they don't have documentation available, they are left with no other choice. Using a support tool to create documentation is a great way to make your customers happier and help them find the answers before they have to contact you. You can also access analytics for your knowledge base, letting you know what people are looking for the most or their most viewed documentation.

Automate tasks to develop your team

Using a helpdesk system will allow you to automate some of the tasks you have performed on a daily basis. For example, you can set up an automatic notification to ping customer service employees after their tickets have been queued for two days. You can also create manual workflows with help desk automation that automatically assign tickets to a specific member of the support team and tag them.

Create a context around a customer's journey

No customer should have to answer the same question twice, especially if it is their support team. With a helpdesk tool, you can have all the information in one place and see everything a customer has contacted. For example, if they have already sent you an email about a specific problem, you can make sure that your answer matches everything your coworker has shared with them previously.

10 Ways Your IT Service Desk Will Benefit from a Knowledge Base

In this article, you will learn What is IT Help Desk? A knowledgebase is, without doubt, one of the most important tools your IT service desk needs. Without a knowledge base, the organization runs the risk of inconsistent support, long phone calls, and unhappy customers to name a few.

A knowledgebase also contains articles that help end users/customers solve their problems, lists of frequently asked questions (FAQs) and technical documentation that support staff can access to answer more specialized questions.

If you are still not convinced and fully integrated - or if you need to convince the powers worth investing - I have compiled this list for you! You're welcome.

Here are 10 benefits for your IT service center and IT support and IT service management (ITSM) activities in a broad sense, thanks to the implementation of a knowledge base.

1. Improve your customer satisfaction score (CSAT)

A knowledgebase contains articles that an end-user or customer can use to solve their problem. They simply research their problem, select the object that will help them and follow the instructions to solve it. The customer immediately gets what he needs, solves his problem and does not have to pick up the phone or register a ticket.

Happy days!

If he needs to call the IT help desk for assistance, the help desk agent can then use the knowledge base to: direct the customer to the correct article so that he can help himself or refer to an article for solving the problem directly, resulting in a closed ticket with minimal time on the phone.

A customer who solved the problem in minutes or didn't have to contact IT support is probably a satisfied customer.

2. Conservation of knowledge

You will often find that companies have a computer support center hero, someone who knows all the fixes for each incident or at least knows who to go for the job. Although these people are wonderful people, they can also cause a lack of urgency in documenting knowledge.

Colleagues will ask the hero difficult questions instead of learning what to do, thinking, "Documentation can wait because the office has someone who knows what to do and there are more urgent tasks to deal with. Anyway."

It will be fine until ... the hero leaves. Now you're stuck. All knowledge available for the IT help desk has disappeared. That's right. Overnight Disappeared. Not anymore

A knowledgebase ensures that this does not happen: everything is documented, classified and carefully organized in a single knowledge sharing solution.

This time your hero is gone, but not knowledge. In fact, you now have a team of heroes because they all have the same knowledge at hand.

3. Improve SLA statistics

Having trouble reaching your Service Level Agreement (SLA) goals? A knowledgebase can help you because it helps your service desk agents resolve incidents quickly. A ticket arrives, the agent checks the knowledge base to find the information he needs, follows the steps of the document, the problem is solved and the ticket is closed.

Also, if they can't solve it, the document tells them which team should help later so that the ticket arrives with the right team of solvers and doesn't bounce around looking for a house.

4. Improve the first time correction rate (FTF)

Service desk agents may not know how to resolve an incident that occurs with them. Without reference articles, your agents will waste time asking questions and wondering where to go for resolution.

It is much faster, much simpler and much less stressful for staff if they have a place to find what they need, when they need it, that is, a knowledge base.

5. Adapt quickly to changes

When the IT helpdesk has a knowledge base, you have space to store new documentation immediately. This means that when your organization is asked to support new technology or service, you can quickly recover it and provide quality assistance from day one.

There is not too much time taken to train officers and hope that they can remember what needs to be done. The documentation is simply classified and inserted into the knowledge base ready to be put into service.

6. Reduce the volumes of incoming tickets

When customers use the organization's knowledge base to solve their problems, there is no need to register a support ticket with IT support.

The knowledgebase can be made available for research in the self-service portal before the customer can access the area to register a ticket. If the document found helps them, just click to exit and resume normal daily activities. Work is done!

7. Reduce call waiting times

Since your service desk agents have the knowledge necessary to resolve incidents in an easy-to-find the solution, the duration of their telephone communication with end users / customers are reduced. Instead of putting the customer on hold while asking questions (to colleagues) or rummaging through the training notes, simply Search for the document he needs, solve the problem and go straight to the next call.

Faster resolution means more calls answered so customers spend less time waiting in line for help.

8. Reduce your training time

It's always nice to see a new agent comes into your IT service center, but at the beginning, it can be a burden: someone else in the office is out of daily work (answering calls and solving tickets) because he has to show the new block what it must be done.

Depending on the extent of IT organization support and the number of tickets managed by the IT help desk, the training period for new employees can take weeks and team statistics maybe affected.

If you have a knowledge base, this training time can be drastically reduced: your new agent gets the essence of what's going on and how it should work, so he takes care of himself and learns about the job by using the knowledge they need it for.

It also encourages new staff to get up and running quickly, rather than relying too much on more experienced officials.

9. Avoid duplicates (and associated costs)

A knowledgebase can prevent service desk agents from answering the same questions over and over again. You can archive an FAQ document that is made available to all customers so that they can browse at their convenience.

Since the knowledge base can also be used by customers to solve their problems, it prevents agents from repeatedly making simple corrections.

Not only does a knowledge base enables your customers, but it also allows your agents to engage in a more interesting and varied workload.

10. Cost reduction (without lowering quality)

By saving time to service desk agents, reducing incoming ticket volumes and reducing the duration of support calls, it is likely that a knowledge base will also help your IT organization saves money. money for support costs. In addition to reducing costs, you can be sure not to reduce the quality of the support (if you improve it), as the support is consistent, fast and efficient.

A 24/7 knowledge base is also available, so if the IT support center is closed overnight or for a holiday or weekend, the customer can always step in and find the solution he needs.

Finally, a knowledge the base has the power to create a more pleasant working environment for staff and end-users/customers, speeding up resolution times and removing the stress of agents helping their support. In addition to saving money for the organization in terms of operating costs, it also guarantees a constant level of support and quality.