Knowledge Management

Capture, Share, and Reuse Knowledge to Resolve Issues Faster

Every time your team solves a problem, that solution should add value across your organization, not get lost in a closed ticket. Alemba Service Manager’s Knowledge Management capability embeds the Knowledge-Centered Service (KCS) methodology into daily operations, making knowledge creation, sharing, and reuse a seamless part of your support workflow.

This approach empowers service desks to resolve issues faster, improves first-line fix rates, and enables customers to solve routine problems themselves through the self-service portal. The result: fewer tickets, lower support costs, and a more informed, satisfied user base.

Why KCS Matters

KCS isn’t just about building a static knowledge base. It’s a living, evolving practice that ensures knowledge is captured during issue resolution, validated through use, and refined over time.

With Alemba, KCS is built into the platform’s core. Analysts can create, update, and link articles in real time, while usage metrics and feedback loops keep content relevant and actionable. End-users benefit from intelligent suggestions and alerts, resolving common issues without needing to raise a ticket.

Business Benefits

Faster resolution of Incidents and Requests through real-time knowledge reuse
Higher first-line fix rates by arming agents with contextual guidance
Lower ticket volumes thanks to proactive self-service deflection
Improved customer satisfaction with faster answers and fewer escalations
Reduced operational costs through lower call volumes and escalations
Stronger service desk consistency with centralized, up-to-date documentation
Knowledge surfaced contextually during Incident, Request, and Problem workflows
Audit-ready knowledge processes with versioning, approvals, and usage analytics

What Alemba Service Manager Provides

ASM gives you a complete, integrated knowledge solution with all the tools to drive long-term efficiency:

KCS-aligned lifecycle

with built-in support for knowledge creation, approval, use, and improvement

Keyword and context-based article suggestions

during ticket logging and resolution

Self-service article search

with smart matching of related terms and synonyms

Inline knowledge alerts

for customers logging incidents, promoting deflection

Knowledge feedback loops

with article ratings, comments, and usage reports

Integrated experience

across Incident, Problem, Change, and Request Management

Role-based publishing workflows

to ensure accuracy and editorial control

Tagging and metadata management

for advanced content categorization and retrieval

Content performance dashboards

showing reuse rate, fix rate impact, and gaps

Version history tracking

for audits and quality assurance

ASM’s Knowledge Management isn’t just a repository—it’s a productivity engine for IT teams and users alike.

Alemba Service Manager Knowledge Management

Customer Use Case: U.S. Manufacturer Doubles Resolution Speed

A global manufacturing company integrated Alemba’s Knowledge Management to increase efficiency across its global service desk. By requiring article creation or linking for every resolved ticket, the team built a robust knowledge library grounded in real-world fixes.

Within the first 12 months:

First-call resolution improved from 58% to 82%
Mean time to resolution was cut in half
Reopened tickets dropped by 73%
Unplanned downtime costs fell 22%
Self-service adoption surged
Auditors commended the team’s knowledge and rigor

The company is now expanding its KCS approach into change and release management and piloting AI-driven chatbot support using the Alemba Knowledge Bank.

Read the full case study

See It in Action

Discover how Alemba’s KCS-powered Knowledge Management helps you capture insights, accelerate resolution, and support self-service at scale.

Book a Demo