An Integrated Service Desk

Knowledge Management

Knowledge Management refers to the set of processes surrounding the capture, storage and reuse of staff skills and experience. Effective Knowledge Management enables staff members to share in the pool of skills and experience of the entire organization, resulting in faster resolution times and an increase in the percentage of calls that can be resolved at first point of contact. In addition, the capture of staff knowledge mitigates the loss of skills and experience that is all too often associated with staff turnover.

VMware Service Manager provides:

  • Industry best practice Knowledge Centered Support (KCS) verification.
  • Seamless integration with other Service Management processes.
  • Automatic alerts to relevant articles to assist with call resolution.
  • Self-service via the Customer Portal.
    Support for semantic searching.
  • Automated keyword mining from linked articles.

Key Business Benefits
  • Decreased time to resolution for Incidents
  • Increased percentage of Incidents resolved at first line
  • Increased levels of service to customers
  • Provides a repository of corporate Knowledge
  • Proactively prompts officers about related Knowledge entries

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