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.
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22 Jul 2024
The end-of-life announcement for Cherwell Service Management presents significant business implications for organizations currently relying on the Cherwell ITSM tool to administer the delivery of IT Service Management processes.
04 Mar 2024
Alemba’s recent webinar on Emerging Trends in ITSM provided valuable insights into key industry developments.