ITIL Knowledge Management

Grow Your Knowledge Base Organically with Each Incident and Problem Resolution

Features and Functionality:

• Advanced search capabilities ensure answers are found quickly, improving response times and end user satisfaction.
• Seamless integration with other ITIL processes allows users to capture information in real time and track related incidents and changes.
• Enhanced knowledge base options such as expiration dates, tagging by technical categories, segmenting data to be viewed by role, and continuous review of content through user ratings and reviews.

Key Benefits:

• Reduce operational costs, call escalations, and employee training times by utilizing an enterprise-wide wiki-like knowledge base.
• Tight ITIL integration enables the Service Desk to harness internal and historical knowledge into a central knowledge base to improve customer satisfaction and service levels.
• Empower your support staff with a knowledge base which is grown organically as part of each incident and problem resolution or with manual entry.
• Support the full life cycle of internal and external knowledge base content from creation through review, to publication and retirement.