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Knowledge Management

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

Want to see what Alemba Service Manager can do?

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