Knowledge Management

Consistently capture knowledge and transform it into usable information, to empower support analysts and customers.

Improve Your Organization’s Effectiveness

Using and reusing your organization’s knowledge and experience effectively is one of the most powerful best practices in IT.

And Intelligent Service Management provides an Information Technology Infrastructure Library (ITIL)-verified Knowledge Management capacity. This ensures that your IT professionals’ knowledge is turned into answers and solutions that are available to both agents and users.

Transforming Knowledge into Solutions

Reusing a proven, authorized solution is critical to achieving a mature IT group. It results in:

  • Overall cost reduction
  • Better agent productivity
  • The need for less experienced agents
  • Consistent Service Level Agreement (SLA) achievement
  • Higher customer satisfaction

Knowledge Management ensures that the policies, processes, and tools are in place to capture knowledge consistently when it’s known.

Complete Integration

The Knowledge Management solution is completely integrated into the functions of Information Technology Service Management (ITSM). It was built for the needs of knowledge workers, both internal (agents) and external (users).

Intelligent Service Management’s Knowledge Management improves the success of customer self-care and its impact on the business, by getting the right knowledge to each user.

Scalable Growth

Resolving issues, providing support, and managing changes are knowledge-based functions that are key to higher profitability. And Knowledge Management supports:

  • Scalable low-cost growth, by reusing solutions and experienced resources
  • Reduced costs, by improved self-service, which sheds calls and prevents tickets
  • Reduced Mean Time to Repair (MTTR), by the immediate application of proven solutions
  • Higher customer satisfaction, by effective self-care user empowerment