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Case Study Below:
The customer required self-service channels to reduce calls to the help desk. BT Automation addressed this requirement by implementing a service catalog, a service portal and a knowledge management environment within ServiceNow. Before BT Automation’s involvement, the client did not have clear ownership of knowledge articles which meant articles were not properly managed or updated, articles contained inconsistent language and articles were rarely used or marketed to staff.
BT Automation’s solution
BT Automation created a knowledge architecture that encompassed a workflow-managed lifecycle covering drafting, publishing, approving and a regular review of knowledge articles. The architecture allowed teams and users to retain ownership of the content while the central knowledge manager owned the look and feel. BT Automation provided users and business process owners with reporting, split article approvals, an accessible and searchable knowledge base and multiple segregated libraries for internal and external users. BT Automation enabled the client to obtain usage statistics against all data items connected to users and demonstrated that the client’s use of self-service knowledge increased by over 300% since BT Automation implemented its solution.