{"id":724710,"date":"2026-10-16T14:20:36","date_gmt":"2026-10-16T14:20:36","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&#038;p=724710"},"modified":"2026-10-22T14:21:09","modified_gmt":"2026-10-22T14:21:09","slug":"modernising-the-knowledge-base-at-the-centre-of-the-service-desk","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/modernising-the-knowledge-base-at-the-centre-of-the-service-desk\/","title":{"rendered":"Modernising the knowledge base at the centre of the service desk"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:47% 31%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Cloud<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Modernising the knowledge base at the centre of the service desk<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Modernizing-the-knowledge-base-at-the-center-of-the-service-desk-Oct-26-Final.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download PoV<\/span><span class=\"type\">1 MB pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1250837\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1250837\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<h2 id=\"h-knowledge-is-at-the-heart-of-an-effective-service-desk\" class=\"wp-block-heading\">Knowledge is at the heart of an effective service desk.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Whether support is delivered by human agents, AI, or as a combination of both, support is only as effective as the knowledge it draws on. It\u2019s the foundation for a good support experience for agents and users alike.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But traditional knowledge management processes are heavily manual and labour-intensive, creating a tough environment for delivering proactive support and fast resolutions.<\/p>\n\n\n\n<h3 id=\"h-driving-smarter-service-through-knowledge-management\" class=\"wp-block-heading\"><strong>Driving smarter service through knowledge management<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Establishing a centralised knowledge function is key to delivering positive support experiences. Support agents can be far more effective and fulfilled in their roles with fast access to a reliable knowledge base.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With a trusted knowledge base at its core, an AI-powered service desk moves beyond scripted responses to delivering a personalised and proactive support.<\/p>\n\n\n\n<h4 id=\"h-capgemini-s-knowledge-management-centre-kmc-framework\" class=\"wp-block-heading\"><strong>Capgemini\u2019s Knowledge Management Centre (KMC) framework<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Our KMC framework helps establish a baseline for how knowledge management is handled within the organisation. It structures and makes knowledge easy to find, identifies and addresses gaps, assesses every conversation, and continuously improves over time.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Knowledge Management Centre powers our AI-Powered Service Desk with the insights, knowledge, and context needed to deliver the right solution every time, enabling more proactive, personalised, and efficient IT support.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Discover actionable strategies and expert perspectives in our latest point of view by&nbsp;Katarzyna Zelazny and Maciej Kafel.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Modernizing-the-knowledge-base-at-the-center-of-the-service-desk-Oct-26-Final.pdf\" target=\"_blank\" rel=\"noopener\">Download now<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-call-to-action call-to-action-block\"><div class=\"container\"><div class=\"call-to-action-block-content-wrapper has-description\"><div class=\"text-wrapper has-description\"><h3 class=\"title\" data-maxlength=\"144\">Get in touch with our experts<\/h3><p class=\"description\" data-maxlength=\"210\">Learn more about building a trusted knowledge foundation for AI-powered support in your business <\/p><\/div><div class=\"button-wrapper has-description\"><a class=\"cta-btn action-valid\" href=\"mailto:infra.global@capgemini.com\" target=\"\" rel=\"noopener noreferrer\" aria-label=\"Contact us about Get in touch with our experts\" title=\"Opens in a new window\" data-maxlength=\"24\" tabindex=\"0\"> Contact us <\/a><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\" section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Meet our experts<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/07\/Katarzyna-Zelazny.jpg\" alt=\"Katarzyna Zelazny\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/katarzyna-zelazny-37595453\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Katarzyna Zelazny<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Portfolio Lead, AI-Powered Service Desk by Capgemini, Employee Experience \u2013 Cloud Infrastructure Services<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/katarzyna-zelazny-37595453\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Kate leads the AI-Powered Service Desk at Capgemini. She brings over 15 years of experience of development and optimization of end-to-end employee journeys. In her current role, she owns the product roadmap for AI-Powered Service Desk and is deeply passionate about helping clients refine employee experience by leveraging Experience Level Agreements (XLAs), data insights, and employee feedback to help drive business outcomes.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2021\/05\/Maciej-Kafel-3-1.png\" alt=\"Maciej Kafel\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/pub\/maciej-kafel\/6\/285\/401\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Maciej Kafel<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Principal Architect,\u00a0Employee Experience \u2013 Cloud Infrastructure Services<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/pub\/maciej-kafel\/6\/285\/401\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Modernising the knowledge base at the centre of the service desk<\/p>\n","protected":false},"author":440,"featured_media":724711,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[{\"uuid\":\"e0c7586b-ae27-4d93-8216-e0d839ee572c\",\"blogId\":\"5\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/gb-en\/\",\"postLink\":\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/modernising-the-knowledge-base-at-the-centre-of-the-service-desk\/\",\"postId\":724710,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false,\"hreflang\":\"\",\"link\":\"\"},{\"uuid\":\"10d413c3-e122-4502-9ce6-5a28ac691aae\",\"blogId\":\"1\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/\",\"postLink\":\"https:\/\/www.capgemini.com\/research-and-insight\/modernizing-the-knowledge-base-at-the-center-of-the-service-desk\/\",\"postId\":1250837,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false,\"hreflang\":\"\",\"link\":\"\"}]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":34,"primary_term":"Cloud","featured_focal_points":""},"tags":[],"research-and-insight-type":[85],"theme":[34],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-724710","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-cloud"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - 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