{"id":924934,"date":"2026-10-22T05:09:53","date_gmt":"2026-10-22T05:09:53","guid":{"rendered":"https:\/\/www.capgemini.com\/pl-pl\/?post_type=research-and-insight&#038;p=924934"},"modified":"2026-10-29T11:25:33","modified_gmt":"2026-10-29T11:25:33","slug":"modernizing-the-knowledge-base-at-the-center-of-the-service-desk","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/pl-pl\/insights\/biblioteka\/modernizing-the-knowledge-base-at-the-center-of-the-service-desk\/","title":{"rendered":"Modernizacja bazy wiedzy znajduj\u0105cej si\u0119 w centrum dzia\u0142ania 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\">Modernizacja bazy wiedzy znajduj\u0105cej si\u0119 w\u00a0centrum dzia\u0142ania 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-wiedza-stanowi-fundament-skutecznego-service-desk\" class=\"wp-block-heading\">Wiedza stanowi fundament skutecznego Service Desk.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Niezale\u017cnie od tego, czy wsparcie zapewniaj\u0105 konsultanci, sztuczna inteligencja, czy te\u017c oba te rozwi\u0105zania s\u0105 ze sob\u0105 \u0142\u0105czone, jego skuteczno\u015b\u0107 zale\u017cy od wiedzy, z\u00a0kt\u00f3rej korzysta. To w\u0142a\u015bnie ona stanowi podstaw\u0119 wysokiej jako\u015bci wsparcia zar\u00f3wno dla konsultant\u00f3w, jak i\u00a0u\u017cytkownik\u00f3w.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tradycyjne procesy zarz\u0105dzania wiedz\u0105 s\u0105 jednak w\u00a0du\u017cej mierze realizowane r\u0119cznie i\u00a0wymagaj\u0105 znacznego nak\u0142adu pracy, co utrudnia zapewnianie proaktywnego wsparcia oraz szybkiego rozwi\u0105zywania problem\u00f3w.<\/p>\n\n\n\n<h3 id=\"h-inteligentniejsze-uslugi-dzieki-zarzadzaniu-wiedza\" class=\"wp-block-heading\"><strong>Inteligentniejsze us\u0142ugi dzi\u0119ki zarz\u0105dzaniu wiedz\u0105<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Stworzenie scentralizowanej funkcji zarz\u0105dzania wiedz\u0105 ma kluczowe znaczenie dla zapewnienia pozytywnych do\u015bwiadcze\u0144 zwi\u0105zanych ze wsparciem. Szybki dost\u0119p do wiarygodnej bazy wiedzy pozwala konsultantom dzia\u0142a\u0107 znacznie skuteczniej, a\u00a0jednocze\u015bnie czerpa\u0107 wi\u0119ksz\u0105 satysfakcj\u0119 ze swojej pracy.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dzi\u0119ki zaufanej bazie wiedzy stanowi\u0105cej jego fundament, Service Desk wykorzystuj\u0105cy sztuczn\u0105 inteligencj\u0119 wykracza poza schematyczne odpowiedzi, oferuj\u0105c spersonalizowane i\u00a0proaktywne wsparcie.<\/p>\n\n\n\n<h4 id=\"h-framework-knowledge-management-center-kmc-capgemini\" class=\"wp-block-heading\"><strong>Framework Knowledge Management Center (KMC) Capgemini<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Nasz framework KMC pomaga ustanowi\u0107 standard okre\u015blaj\u0105cy spos\u00f3b zarz\u0105dzania wiedz\u0105 w\u00a0organizacji. Porz\u0105dkuje wiedz\u0119 i\u00a0u\u0142atwia jej wyszukiwanie, identyfikuje i\u00a0eliminuje luki, analizuje ka\u017cd\u0105 interakcj\u0119 oraz umo\u017cliwia ci\u0105g\u0142e doskonalenie.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Knowledge Management Center zasila nasz AI-Powered Service Desk, dostarczaj\u0105c mu informacji, wiedzy i\u00a0kontekstu niezb\u0119dnych do ka\u017cdorazowego zapewnienia w\u0142a\u015bciwego rozwi\u0105zania. Umo\u017cliwia tym samym bardziej proaktywne, spersonalizowane i\u00a0efektywne wsparcie IT.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Poznaj praktyczne strategie i\u00a0eksperckie perspektywy przedstawione w naszym najnowszym materiale \u201epoint of view\u201d autorstwa Katarzyny Zelazny i\u00a0Macieja Kafela.<\/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\">Pobierz tutaj<\/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\">Skontaktuj si\u0119 z naszymi ekspertami<\/h3><p class=\"description\" data-maxlength=\"210\">Dowiedz si\u0119 wi\u0119cej o\u00a0tym, jak zbudowa\u0107 w swojej firmie zaufan\u0105 baz\u0119 wiedzy stanowi\u0105c\u0105 fundament wsparcia wykorzystuj\u0105cego sztuczn\u0105 inteligencj\u0119. <\/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=\"Skontaktuj si\u0119 z nami o Skontaktuj si\u0119 z naszymi ekspertami\" title=\"Otwiera si\u0119 w nowym oknie\" data-maxlength=\"24\" tabindex=\"0\"> Skontaktuj si\u0119 z nami <\/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\">Poznaj naszych ekspert\u00f3w<\/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\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/10\/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=\"Otwiera si\u0119 w nowym oknie\" 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=\"Otwiera si\u0119 w nowym oknie\" 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\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/10\/Maciej-Kafel-3.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=\"Otwiera si\u0119 w nowym oknie\" 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=\"Otwiera si\u0119 w nowym oknie\" 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\t\t<div class=\"people-info\">I advise clients on migration and transformation to new workplace environments. By leveraging opportunities related to cutting edge technologies, I create and implement \u2018fit for purpose\u2019 workplace solutions that deliver the best value and address business needs.<\/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>Modernizing the knowledge base at the center of the service desk<\/p>\n","protected":false},"author":440,"featured_media":924935,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[{\"uuid\":\"00e26dd4-1825-4ebf-9150-ef7eb1289d15\",\"blogId\":\"27\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/pl-pl\/\",\"postLink\":\"https:\/\/www.capgemini.com\/pl-pl\/insights\/biblioteka\/modernizing-the-knowledge-base-at-the-center-of-the-service-desk\/\",\"postId\":924934,\"isSaved\":true,\"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":0,"primary_term":"Cloud","featured_focal_points":""},"tags":[],"research-and-insight-type":[66],"theme":[68],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-924934","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) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Modernizacja bazy wiedzy znajduj\u0105cej si\u0119 w centrum dzia\u0142ania Service Desk - Capgemini Poland<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/pl-pl\/insights\/biblioteka\/modernizing-the-knowledge-base-at-the-center-of-the-service-desk\/\" \/>\n<meta property=\"og:locale\" content=\"pl_PL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Modernizacja bazy wiedzy znajduj\u0105cej si\u0119 w centrum dzia\u0142ania Service Desk\" \/>\n<meta property=\"og:description\" content=\"Modernizing the knowledge base at the center of the service desk\" \/>\n<meta property=\"og:url\" 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