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Knowledge Management

Knowledge Management in Alemba Service Manaer has PinkVERIFY™ accreditation

Knowledge Management refers to the capture, storage and re-use of the wealth of experience gained by IT teams over time. Effective Knowledge Management enables staff members to share in the pool of skills and experience of the entire organization.

By providing this knowledge to your IT Staff, the result is faster resolution by your Service Desk. By enabling your customers to access Knowledge directly on the Self-service Portal they can ‘pre-diagnose’ issues that are logged to your Service Desk and even prevent tickets from being logged entirely.

Business benefits:

  • Quicker resolution for Incidents
  • Higher percentage of Incidents resolved at first line
  • Improved service to customers
  • A repository of corporate knowledge
  • Fewer Incidents being logged
  • Reduced costs
  • Alerts to proactively prompt officers about related Knowledge

Alemba Service Manager provides:

  • seamless integration with other Service Management processes.
  • automatic alerts to relevant articles to assist with call resolution.
  • self-service search via the Customer Portal and customer alerts in Incident logging process.
  • keyword and related word searching.
Integrated Knowledge Bank

Integrated Knowledge Bank - Search the Knowledge Bank for reported issues that could help solve your current Incident.

Knowledge Management

Knowledge Management

Knowledge Search

Knowledge Search

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Kroger

 

Established in 1883, The Kroger Co. is one of the largest general retailers in the United States.

Liverpool City Council

 

Liverpool City Council is the governing body for the city of Liverpool in Merseyside, England. It consists of 90 councillors, three for each of the city's 30 wards.

ASM certified for 9 ITIL 4 processes

09 Sep 2021

Alemba is pleased to announce that Alemba Service Manager v10 has achieved PinkVERIFY ITIL v4 certification for a further 3 practices:

ASM now a PinkVERIFY™ Certified ITIL 4 Toolset

04 Mar 2021

Alemba is pleased to announce that Alemba Service Manager v10 has joined the ranks of PinkVERIFY™ Certified ITIL 4 Toolsets.