Technical Features of Know It All

With content management, intelligent search and flexible knowledge base segmentation, SMP Know It All™ delivers:

• faster call resolution
• increased first call resolution rates and thus
• higher satisfaction
• reduced staff turnover and
• lower support costs

As a result of:

• Seamless integration with HP OpenView Service Desk (HPOVSD)
• Custom user interface for Support Officers
• Use of web browser technology to aid end user service call resolution & requests
• Extends Service Desk FAQ and Known Errors capability
• Ability to search without dependant Service Calls or Problem records
• Re-use of description & predefined fields to utilise searching
• Customisable to clients environment: ability to map any HPOVSD field to Know IT All KB
• Auto population of Service Desk solution fields based on Know IT All article
• Know IT All articles can host attachments and contain URL’s
• Automatic generation & linking of Service Call to Problem record where Known Error article resolves request by Self Help user
• Independent rating of articles to validate effectiveness solution
• Trend analysis and reporting of Know IT All KB usage and effectiveness
• Knowledge Database will grow and be maintained as part of day-to-day routines by leveraging best practice based upon the ITIL framework
• Superior application management architecture providing a maximum of scalability

Technical Features of Know It All™

• Full Text Searching within the Knowledge Database is performed using either:
  • A natural language search against all indexed, predefined fields which will return a Relevance value that is a similarity measure between the search value and the text contained within the article
  • A Boolean Search which uses a “must have word – can’t have word” format e.g. “+windows –java” to search on predefined fields which returns matches based upon Effectiveness
• All resultant matches are filtered to match the support tier of the analyst. For example, Service Desk staff will not initially see an article that requires Administration rights to resolve the issue.
• When an article is selected for viewing a secondary Full Text search is automatically initiated using the article’s description and keywords to display related articles.
• Full Text indexing usually ignores words of less than 4 characters. This is considered the optimal value so that many “noise” words are ignored. To allow the inclusion of special words of less than four characters (prolific in IT!), the application has functionality to recognise these words for both indexing and searching.
• The application will automatically record the steps attempted to resolve the Service Call when using an article.
• The application will facilitate the automatic population of specific fields e.g. Solution, upon call resolution using an article.

Promote Knowledge internally and out

Figure 1 – Service Call entry screen incorporating Know IT All-KB

Figure 2 – Tight integration between HP Service Desk and Know IT All-KB