IncidentMonitor™ Knowledge Management Software

Knowledge Management Objective acccording to ITIL® Service Transition - ST 4.7.1. To enable the service provider to be more efficient and improve quality of service, increase satisfaction and reduce the cost of service; to ensure staff have a clear and common understanding of the value that their services provide to customers and the ways in which benefits are realized from the use of those services; to ensure that, at a given time and location, the service provider staff have adequate information on who uses their services, current states of consumption, service delivery constraints and difficulties faced by the customer in fully realizing the benefits expected from the service.

IncidentMonitor™ Knowledge Management

IncidentMonitor™ Knowledge Management provides a comprehensive, yet controllable approach to Knowledge Management. We understand that effective, integrated Knowledge Management which is simple to use by both users and administrators, will provide tremendous benefit to the organization. IncidentMonitor™ Knowledge Management was developed based on these principles.

• IncidentMonitor™ Knowledge Management is tightly integrated to all ITIL processes.
• From within any ITIL process, for example Incident Management, a user with the appropriate security level can flag the Incident Management request as a possible candidate for the Knowledge Management database.
• Flagging a ticket as a knowledge document candidate will start the process to review, approve and submit the knowledge article to the database.
• A notification is sent to interested parties when the article is added to the database and it is immediately searchable using a natural language query by both technicians and end users.
• Knowledge Management provides a full audit and control over the article.
• Reports are available to view usage and identify knowledge gaps.
• Administrators can review article usage and update, retire and remove articles from the database.

With IncidentMonitor™ Knowledge Management, customers have full management of the process from knowledge review, approval and submission to the database and the on-going review to ensure that all articles are current and relevant.

Some features of the out of the box Knowledge Management process

• Workflow to manage review, approval and submission of articles.
• Supports multiple file formats—Office, HTML, PDF, text, etc.
• Tracks article usage. Analysis can be performed on article usage to retire articles.
• Notifications can be sent to interested parties when an article is submitted to the database or retired.
• Integrated with the all ITIL processes. Knowledge articles are linked to the ITIL process which generated the article.
• End users and technicians can search the articles using a natural language query, Boolean, exact word or phrase search.
• Articles are submitted to knowledge base collections, which manages access to articles within the collection.
• Workflow is easily re-configured to support customer specific requirements.