KPS Agent Efficiency
Devon and Cornwall Police Constabulary have been able to Launch 24/7 help desk support across their IT Service Management Help desk by deploying a knowledge management system that enables self service as well as supporting service agents.
With a complex and diverse IT estate, it was essential to enable service agents and end users to have access to a wide range of relevant information while at the same time making it easy to identify critical information based on the specific type of enquiry.
The case study describe how this has been achieved and how Devon and Cornwall Constabulary worked with their service provider and suppliers to enhance IT service and support delivery while reducing delivery costs at the same time.