knowledge management
5 steps to creating a knowledge base with Jira Service Management and Confluence
By training your internal customers to come to Jira Service Management to report issues and request help, you can help them help others more efficiently.
If you want an open company culture, start this one habit
Read on for research-backed ways that you can expect your workplace culture to change if you implement internal blogging.
Why knowledge sharing will transform your company culture
It may sound simple, but the way we share knowledge has massive impacts.
5 tips for building a powerful knowledge base with Confluence
Creating a successful knowledge base can be difficult. It takes willing Support Engineers to break away from the queue and give attention to creating knowledge base articles intended to help customers help themselves. To compound the matter, the engineer typically needs to take extra time to create professionally written articles with a consistent tone, and look and feel. Building a knowledge base that works for both the customer and the support engineers that must help maintain it can be a challenge. How can Confluence help?
How to weather the storm of a wild content management system
Learn how to use a content management strategy to calm even the wildest of content storms in your wiki
Get a handle on all your content with Confluence + apps
With companies creating more online work than ever, content management systems have become a necessity. Product requirements, content calendars, marketing plans, and business forms fill our inboxes and folders. An efficient enterprise content management system, or ECM, can save hours of company time that workers would otherwise spend tracking down files. But too often, files […]
4 tips for getting started with knowledge management
There’s a way to re-write the script – here’s how.
6 simple HR forms you can use in Confluence
This is a guest post by Alex Medved, Project Manager for ConfiForms app for Confluence at Vertuna LLC. HR is a great field to work in, but it’s often filled with paperwork — lots of paperwork. Did you know that you can bring many of your HR processes, templates, and forms right into Confluence? It […]
5 real-life examples of beautiful technical documentation
This is a guest post by Nils Bier, Customer Success team lead at K15t Software. He has been working to help technical communication teams by using Atlassian tools and Scroll add-ons for 5 years. Technical documentation is an invaluable resource for your users. And with fast-moving development teams and product release cycles, it can be […]
20 great ITSM add-ons for Jira Service Management
In 2017, we were thrilled to learn that Jira Service Management was named the #1 Most Affordable ITSM solution and the #1 Most Popular ITSM software by Capterra, an independent review site that compiles reviews from millions of users. In addition to service request, incident, problem and change management templates for requests that make it […]
10 tips for creating a knowledge-powered IT service culture
The dos and don’ts of successful knowledge management.
4 ways to use knowledge management for ITIL processes
Jira Service Desk is excited to announce that agents can now view, search, and share knowledge base articles directly from an issue. By being able to discover and share knowledge easily, IT teams can streamline ITIL processes, including incident, change and problem management. Read out to find out how you can apply this new feature.
Twitter’s 5 tips for a successful knowledge base
Twitter has grown rapidly over the last few years, adding employees, offices, and acquisitions as quickly as the next trending topic explodes and dies away. Growth and change internally puts a burden on the IT team to scale support, and they’ve done that with a robust knowledge base in Confluence. To get the scoop, I sat down with Twitter’s Manager of IT, Alex Stillings, and IT Support Engineer, Alex Hernandez.
Getting started with Jira Service Desk’s employee self-service and customer satisfaction reports
The right metrics aren’t just a “nice to have” – they’re a “must have.” Now, you can measure both employee self-service and customer satisfaction. By providing an easy and fast way for customers to get answers – like taking advantage of a knowledge base – customers are happier and agents are more productive. If you deliver a better self-service experience, you’ll likely see your customer satisfaction (CSAT) scores improve. Over time, your IT team will benefit from seeing these improvements, which in turn will improve team productivity. (Not to mention job satisfaction.)
Get your team started with knowledge-centered support
Ask any service desk team and they’ll tell you they’re swamped with requests. But ask them about knowledge management, and you’ll find many service teams think of it as an afterthought. Fighting fires is accepted as part of the job. So why isn’t knowledge a more highly regarded aspect of the arsenal? In fact, knowledge […]