Stay Powerful with innovative knowledge management tools that target symptoms with real solutions. Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes.
Knowledge is inherent in all business processes, often called corporate knowledge and is any information essential to the daily functions of an organization. Corporate knowledge can be found in company databases, management documents, history files, and inside the minds of employees.
Process Objective: To gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
e-ServiceSuite provides tight integration that leverages your use of knowledge.
Whether that knowledge is home-grown or commercially acquired we make it easy for your staff to access vital information instantaneously. We augment our knowledge application with the ability to link, store and attach vital office documents such as Adobe PDF, Excel XLS, and Word documents.
Built-in capabilities include decision processing that allows you to create text based symptoms that yield associated known solutions. Users can easily search and discover self-help solutions that in-turn reduce service desk issues dramatically.
Knowledge may be accessed at three stages: before, during, or
after KM-related activities. Different organizations have tried
various knowledge capture incentives, including making content
submission mandatory and incorporating rewards into performance
measurement plans. Considerable controversy exists over whether
incentives work or not in this field and no consensus has
One strategy to KM involves actively managing knowledge (push strategy). In such an instance, individuals strive to explicitly encode their knowledge into a shared knowledge repository, such as a database, as well as retrieving knowledge they need that other individuals have provided to the repository. This is also commonly known as the Codification approach to KM.
Another strategy to KM involves individuals making knowledge requests of experts associated with a particular subject on an ad hoc basis (pull strategy). In such an instance, expert individual(s) can provide their insights to the particular person or people needing this (Snowden 2002). This is also commonly known as the Personalization approach to KM.