The right Knowledge Management system is key to ensure availability of a central repository for training, onboarding, IT support, business support, and other end-user enablement. Emtec’s knowledge management solutions will help you evaluate and build out a conceptual design for your needs. We then follow with implementation and continual support of your environment, delivering valuable analytical insight and improvements along the way.
KNOWLEDGE MANAGEMENT SYSTEM & SOLUTIONS
ITSM SOLUTIONS / KNOWLEDGE MANAGEMENT CONSULTING SERVICES AND INTEGRATION
Emtec’s knowledge management experts can design and implement customized ITSM/KM solutions to maximize the efficiency and quality of the end user experience, from the perspective of both the support agent and self-service user. Key features of our knowledge management systems and solutions include:
Support Agent:
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Seamless integration with Incident Management console
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Real-time solution feedback from agents by providing a direct link to knowledge management tools
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Access multiple knowledge sources from one screen
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Reduced calls to the service desk due to self-service usage
Self-Service User:
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Reduced calls to the service desk due to self-service usage
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Open incident ticket directly from unsuccessful knowledge article
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Put in requests for additions to knowledge management system
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Get the full support experience with video solutions, interactive checklists, and decision trees
On-Boarding/Off-Boarding Process Enablement
Simplify the activities involved in adding or removing an employee through a guided process in the knowledge management system to reduce the number of errors or delays in allocating rights, providing resources, capturing paperwork and completing certifications or training.
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Sequence cross functional/cross platform workflow activity by department -
Automate time sensitive service requests -
Provide in context help for each activity -
Track progress in real time with controlled access dashboards
WHY EMTEC FOR KNOWLEDGE MANAGEMENT SOLUTIONS?
SAMPLE TECHNOLOGIES WE SUPPORT
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BMC Knowledge Management
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RightAnswers KM
Learn more about ITSM/RightAnswers Knowledge Management