The new SMP Know IT All product take HP Openview Service Management to the next level

Know IT All solves customer problems. Our imagination around what customer problems can be resolved utilising Knowledge Management should not be restricted to IT and IT related issues.

While enterprises have invested in Service Management solutions and helpdesks, industry research shows that the highest proportion of cost of providing Service to a Customer is taken by solving the customers problems as apposed to operational tasks. Often the knowledge on how to resolve a problem exists within a Service Management tool, but this knowledge is not delivered to customers except through multiple interactions with the Service Desk and Support Staff.

For Service Desks, speed and accuracy are critical when solving a customers problem. Service Desks struggle to maintain an ever increasing level of service quality in the face of tight budgets and headcount restrictions.

SMP Know IT All addresses these challenges with a complete, packaged knowledge management solution, including technology, process and culture. SMP Know IT All enables Service Desks to draw on the collective enterprise knowledge and deliver fast, accurate and consistent answers to customer problems.

Know IT All makes Problem Management work by delivering knowledge embedded in workarounds to those who need the answers. For knowledge to be valuable, it must be published and used.

Know IT All knowledge base is the only knowledge management system to deliver an integrated way of service call resolution by both Service Desk operators and end users with HP Openview Service Desk. Know IT All extends the existing HP Openview Service Desk offering by providing a process and tool to enable experience with your organisation to be delivered to where it is needed.

Integrating Know IT All Knowledge Base with HP Service Desk delivers an expanded definition of Incident and Problem Management, providing a single, integrated solution that negates the need for siloed knowledge sources.

With the provision of flexible searches and short cuts, Service Desk staff and end users are able to access articles speedily and easily to resolve requests. Know IT All's evolving knowledge base exploits resolved Service Calls to further enhance the Knowledge experience