assystKnowledge - Knowledge Management SoftwareEmpower your IT Staff and Business Users

The Knowledge Management Opportunity

Knowledge is the life-blood of any organization, and in today’s complex corporate world, managing business services and the IT environment has never been more challenging. Supporting the infrastructure is beyond the competency of any single individual, so organizations must implement a knowledge management strategy to underpin service support and business continuity. Accurate knowledge of business-critical applications and systems is a necessity, with correct and swift knowledge retrieval essential to customer satisfaction, business efficiency and profitability.

The Value of Knowledge Management Software

• Reduce the volume of service desk calls
• Minimize call duration
• Improve first-time fix rate
• Reduce escalations to second line support
• Free up costly second line support for more technical issues
• Increase service quality
• Increase customer satisfaction

Next: Knowledge Management with assyst

The assyst Knowledge Management Solution

Axios Systems provides assystKnowledge, a solution integrating knowledge management tools directly into the assyst enterprise ITSM tool to provide instant access when it is most needed. For IT users, knowledge management functionality is tightly integrated with the assyst solution. Business users can access knowledge procedures and FAQs, filtered for end user suitability, through the assystNET self-service portal.

Next: Key Features of assyst Knowledge Management

Key Knowledge Management Features

• Resolutions intelligently selected by the knowledge management system and displayed to service desk analysts during the call, based on the logged incident category and description.
• View similar incidents and associated resolutions to quickly identify and solve the issue first time.
• Create links between incidents and successful resolutions in the knowledge base to promote continual improvement and increase effectiveness over time.
• Link similar incidents to identify trends and problems.
• Integration with technical knowledge packs from knowledge vendors such as KPS, RightAnswers for instant access to 100,000+ resolutions for common enterprise applications.
• Management reporting of knowledge base entries, including usage and resolution success statistics.

We chose assyst based on our long term objectives, which were to implement ITIL® and a solution that would support this. ClinPhone - View the full case study