When knowledge becomes the decisive success factor
In the course of increasing digitalisation, and especially during the switch to home office, the IT of the Directorate of Justice und the Interior of the Canton of Zurich faced the challenge of making support processes more efficient and at the same time coping with the rising number of requests.
Even before this phase, the idea arose to extend the existing ServiceNow-based incident management system with a structured knowledge base. The goal was to convert recurring problems into understandable and usable articles, so that users could solve many faults independently.
CND supported the conceptual and methodical implementation of this project. Within a few months, a new knowledge platform was built that is structured, scalable and usable in a practical way.
A central success factor was the clear structure of the content. Uniform templates for different article types, consistent designations as well as defined referencing rules ensured that knowledge is systematically captured and easily findable.
This was complemented by a clearly defined maintenance process as well as by training for users and authors. This ensured that the knowledge base is actively used and continuously developed further.
In ongoing operation, the added value is clearly evident. Users can solve many problems independently, while the service desk is noticeably relieved. The work shifts from reactive fault handling towards proactive support and communication.
Today the knowledge platform forms a central foundation for efficient support processes and creates the basis for further developments, for example in the area of automated support and chat integration.
The services described here are an integral part of our Managed IT Services for Public Sector and show how knowledge management and support processes can be efficiently combined.
CND brings technical know-how, methodical structure and a feel for operational processes. For the Directorate of Justice and the Interior, this meant: preparing knowledge in such a way that it is actually used in everyday work.