Solutions & Knowledge base
One of the key part of your IT Service Management strategy should be focused on retaining and documenting the knowledge learned by your IT teams. Capturing and using solutions and best practices and is a driver for improving process efficiencies and better supporting your business.
The SAManage IT Service Management services includes an integrated knowledge base solution that helps you document the best practices and solutions to any common problems. Using the integrated knowledge base system helps in reducing the issue resolution time and serves as a knowledge sharing platform, increasing support efficiency and assists in effective knowledge management across your IT organization.
With the integrated solutions and knowledge base, your IT teams can create solutions and capture all correspondence on service requests directly into the knowledge base. They can create templates of solutions available to your end-users to use easily, allowing them to better respond to common support requests. The SAManage knowledge base is tightly integrated into our IT Help Desk offering so support individuals can use it from the comfort of their support console.
Key benefits of Solutions & Knowledge base
- Capturing and documenting solutions and best practices
- Streamline support processes by creating templates for common support requests
- Offer self-service solutions to your end-users as a way for them to resolve the issue themselves without contacting your service desk
- Retain and reuse IT knowledge and automatically capture knowledge gained through resolving user requests.
