Know IT All is a complete Knowledge Management Solution.
Know IT All consists of a knowledge base product with interfaces for customers, support staff and knowledge authors. In addition to the Know IT All product, Know IT All also includes reporting and process integrations.
Key Features.
The Knowledge Process. Knowledge management extends the ITIL processes of Incident, Problem and Change to provide to the information within these processes to the end users. A well defined process will allow you to manage your Service Delivery. A Knowledge Management process will allow you to use these processes to continuously improve your service management offering.
Support Staff Interface. Included with Know IT All is a specialist interface that integrates with HP Openview Service Desk. This interface is activated from a Service Call without the need to save the call and updates call information from within the interface automatically.
Passes key information to Know IT All for searching.
Allows filtering of articles based on support tier
Includes "Solve" function to update call history with the solution
Customer Interface. Accessing Know IT All via a web browser enables a user to review knowledge articles and resolve problems themselves without utilising the Service Desk.
- Search work knowledge based on key words
- Utilise the Knowledge Tree
- Review and rate Knowledge articles
- Solve a problem and create their own Service Call
- See related articles based on their search.
An integrated, consistent Knowledge Database that is easy to use and will aid support staff and customers by providing flexible searches, short cuts and will record Knowledge Database usage through seamless integration with HP Service Desk.
Integrated Knowledge Process. Included with the Know IT All software is a knowledge management process that will provide a solid foundation for the implementation of your knowledge solution. The process includes workflow, quick card documentation and process owner instructions on how to get the best result from a knowledge solution.
Customer web interface that allows users to search and use results from the knowledge database. When and article resolves a user problem, Know IT All even raises and closes a Service Call to show how Know IT All is helping with call resolution statistics.
Dedicated web interface for support staff allows for improved searching and integration with Service Desk. Solution details are automatically populated into the Service Desk call including resolution instructions used into the call history.
Articles can be rated by support staff and customers.
Full measurement and reporting of the Know IT All usage and article effectiveness.
Knowledge segmentation allows for only articles relevant to the support staff access are provided to reduce clutter.
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