New methodology for better outcomes! Knowledge Management supporting Service Desk activities...

1. CONTACT US:
www.dehtearKM.com
beatriz@dehtearKM.com
HELP DESK AT THE KNOWLEDGE AGE
New methodology improving performance…

2. BEATRIZ DEHTEAR KM presents to its clients an innovative
approach to implement Knowledge Management. Our goal
is to put in practice efficient organizational mechanisms to
create, implement, disseminate, store and protect one of
the most valuable organizational assets: knowledge.
CONTATO:
www.dehtearKM.com
beatriz@dehtearKM.com
Who are we?

3. We offer three approaches:
1. Knowledge Management Projects
Based onalreadyestablished managementmethodologies,we developed ourOWN
METHODOLOGYto implement organizationalKnowledge Management.This approach
exploits theorganizationwith thenecessary flexibility tofacechanges,establish the
continuousimprovement process and disseminate knowledge managementpractices.
2. In Company training
Accordingto specific needs ofeachorganization,we developed incompanytrainings aimedto
generate organizationalskills. Acomplementary advisory ensure the applicationofacquired
knowledge,giving aneffective andquickreturn to theorganization.
3. Knowledge Management Products
Based onthepremise thatknowledge is thenew productionfactoratorganizations,we
developed a lineofproducts thatmeet specific needs related toquality,productivity,
continuousimprovement,development of competitiveadvantages,innovation,people
development andimplementationof organizational strategy.

4. “Knowledge is a high value organizational resource. Therefore, it is necessary to
manage it. In order to improve productivity and quality, some practices like
create and disseminate, apply and store knowledge, became mandatory.
Particularly, the Help Desk is characterized as a "knowledge-intensive"
organizational activity where knowledge, beyond being an organizational
resource for activities execution, is also its product.
From this premise, our methodology works integrating Help Desk processes
with Knowledge Management processes. This partnership creates a
differentiated product where updating the knowledge base is just a
consequence of the implementation of the methodology. Additionally, other
high value outcomes are obtained: team development, the self-service
encouraging, quality, productivity and much more ... "
Beatriz Benezra, manager at Beatriz Dehtear KM

5. The SERVICE DESK is a highly critical organizational area. The offered
services are primordial to ensure business success.
Our product allows:
 Greater adhesion to self-service;
 Reduce time to resolve tickets;
 Improve information quality;
 Reduce operational costs;
 A consistent and easily accessed
Knowledge Base;
 Assimilate the growing demand without
increasing operational costs;
 …

6. # ANSWERS BY
SELF- SERVICE
KNOWLEDGE MANAGEMENT
ACTIVITIES
ROUTINE
ACTIVITIES
TIME TO SOLVE A TICKET
CLOSED
TICKET
TIME TO SOLVE A TICKET
CLOSED
TICKET
THE HELP DESK WORKS LIKE THIS:
WOULD YOU LIKE A HELP DESK PERFORMANCE LIKE THIS?
# ANSWERS AT
LEVEL 1
# ANSWERS BY
SELF-SERVICE
# ANSWERS AT
LEVEL 1
# ANSWERS AT
LEVEL 2
# ANSWERS AT
LEVEL 3
# ANSWERS AT
LEVEL 2
# ANSWERS AT
LEVEL 3
ROUTINE
ACTIVITIES
KNOWLEDGE MANAGEMENT
ACTIVITIES

7. KNOWLEDGE MANAGEMENT
CORPORATION
MANAGEMENT
KM PRACTICES
TICKETS
MANAGEMENT
TRAINING
DEFINE
INTEGRATE
UPDATES
SUPPORT
ATUALIZA
INTEGRATE
HELPS
GIVE INFORMATIO
TO UPDATE
Team Development,
Quality,
Productivity,
Self management;
improvement;
Internal support reduction;
…
Risk reduction of assets loss;
Continuous improvement;
Continuous learning.
Use best practices…
Autoatendimento
INTERACT
CORPORATION
GOVERNANCE
KNOWLEDG
E BASE
TRAINING
SUPPORT
OPRTIMEZE
OPTIMIZE
Client satisfaction;
Demand reduction;
…
Integration;
Client satisfaction;
CLIENT
INTERACT
HELP DESK
TEAM
UPDATE
SUPPORT
EXECUTE
SUPPORT
2° LEVEL
INTEGRATE
OUTCOMES
OUTCOMES
OUTCOMES
OUTCOMES
OUR METHODOLOGY!

8. CONTACT US:
www.dehtearKM.com
beatriz@dehtearKM.com
HELP DESK AT THE KNOWLEDGE AGE
New methodology improving performance…