Knowledge Management
SMART Knowledge Management Software allows you to develop a single database, to record and Share Information with Your Team. SMART Service Desk - Integrated Modules lays foundation for Data-to-Information-to-Knowledge-to-Wisdom (DIKW) - to understand the relationships between incident, service requests, problem, change, release and Configuration Management Database.
SMART Knowledge management software facilitates the improvement of quality decision making of management and support associates, by ensuring that accurate and reliable knowledge information is provided during the entire service lifecycle. Knowledge Management ensures that IT & Business service providers have adequate information to perform their jobs in an efficient manner.
SMART Knowledge Solution Managers, allows you develop enterprise-grade knowledge base, which helps you to share information from your Intranet or website, thus reducing customer support, enhancing staff productivity and eliminating time wasted searching for information across different systems such as shared online folders and paper documents.
SMART Knowledge management solution is useful for SME businesses, education providers, non-profits associations and enterprise organization
Benefits
- Reduce on-job training costs.
- Improve Knowledge transfer mechanism amongst staff.
- Reduce Duplicate Resolution efforts for same incidents, problems and change requests.
- Keeping Knowledge Base Updated with consistent and accurate information.
Features
- Provide clients with 24/7 access to knowledgebase
- Provide knowledgebase with external documents (multiple format can be accepted)
- Different knowledge-base views for SD staff and end users
- Automatic cross reference to similar problems, with notice at data entry
- Copy existing solutions from the knowledge base to the opened incident resolutions
- File attachments and links can be added, such as screenshots, internally stored documents, and internet-based information
- Items in knowledge base can be marked as FAQ’s / Checklists
- Search based on keyword, Boolean string or string of characters, with wild cards
- Easy to cross reference solutions for re-use
- Ability to inactivate records of any sort, but can still search and retrieve them
- Technicians can publish solutions to a knowledge base
- Supports recording of information about legislations such as for SOX, ISO 20000, ISO 27001 and others
- Supports creation and maintenance of links between related Knowledge Records
- Tracks how often a Knowledge Record is accessed or used