Use Knowledge to Start Help Desk Innovation!

Service Desk Knowledge Usage Total Support

Utilize in-house knowhow and information as a knowledge base to improve your ability to resolve your own problems. This inspires a transformation of not only individuals’ awareness, but of the awareness of the company as a whole, boosting productivity and competitive power, leading to improved business value.

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JBS Uses ServiceNow for Centralized Management of Inquiries and Knowledge

ServiceNow’s Customer Service Management makes a comprehensive response possible, from starting tickets for inquiries and responding to them, to operating a knowledge base. JBS adopts ServiceNow as a service desk to provide prompt and accurate responses to customers and realize best practices for visualization and automation.

Service Overview

This service turns inquiries into a knowledge base based on the infrastructure of ServiceNow (*1) and the theory of the Knowledge-Centered Service (KCS*2) framework. By utilizing accumulated knowledge, you are able to further improve corporate value.

Support combining ServiceNow’s incident management system and JBS’s extensive knowhow for utilizing knowledge
Total support for knowledge management system creation through to operation
Proactive support for data analysis and problem-solving utilizing JBS’s knowhow

1 An IT service provider offering various applications including an ITSM application and platforms such as an SaaS/PaaS. It is also a product name. Because it is an application incorporating the KCS framework, it is used as the foundation for this service.
2 A long-established and trusted knowledge management framework.

Reduce the time it takes to resolve problems and reduce inquiries by improving self-problem-solving skills

Initial Knowledge Portal Provision

Provision of the ServiceNow portal
Provision of a knowledge base
Knowledge creation from existing incident logs
Provision of a browser form
Provision of a knowledge creation template
Provision of a knowledge usage method

Regular Knowledge Creation / Revision

Creation, revision, and deletion of knowledge from inquiries
Digitization of search words

Monthly Analysis / Response / Report

Provision of analysis reports
Analysis of access numbers
Implementation of customer satisfaction surveys
Search word analysis
Analysis of knowledge search numbers
Reflection of analysis results
Proposal of countermeasures
Collective updating following operational / name changes
Provision of reports of top-ranking search words
Provision of changes in knowledge entry numbers

Recommended for Customers Who...

want to realize streamlining and productivity, but can’t seem to produce results.

wonder whether employees are mastering the latest tools that have been implemented.

wonder if increased IT investment was an appropriate amount of money.

Resolve with Service Desk Knowledge Usage Total Support!

Streamline Problem-Solving by Creating and Using a Knowledge Base: Save the time spent on inquiries by self-solving problems. Effectively use your precious time and improve productivity.
Example) If you reduce problem solving time by 10 min per person / month
-> 10,000 h / month if there are 1,000 people
≒ about 166h saved!

Improve IT Literacy by Optimizing Information: By visualizing and effectively using inquiry information as a knowledge base, you can immediately obtain the information that you need when you need it. Even new tools can be well used as long as you have the appropriate information to hand.

Reduce Costs by Escaping a Culture of Inquiries: If you can build an environment in which users can resolve their own problems, it will cut down on inquiries and reduce the costs needed for handling inquiries.
Example) If you have 1,000 inquiries / per month and reduce them by 50% in a year
-> The effect will be a reduction of 3.57 million yen every month the following year!

Flow up to Service Usage

You can start using the service once JBS has checked your environment and situation of inquiries.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Any other company names and product names may be trademarks of the respective related companies.

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