Knowledge Management

KNOWLEDGE MANAGEMENT SYSTEM & SOLUTIONS

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.

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:
  • Seamless integration with Incident Management console
  • Real-time solution feedback from agents by providing a direct link to knowledge management tools
  • Access multiple knowledge sources from one screen
  • Reduced calls to the service desk due to self-service usage
Self-Service User:
  • Reduced calls to the service desk due to self-service usage
  • Open incident ticket directly from unsuccessful knowledge article
  • Put in requests for additions to knowledge management system
  • Get the full support experience with video solutions, interactive checklists, and decision trees

Enablement

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.

  • 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?

Proven Track Record

20+ years of expertise in offering Knowledge management solutions that includes implementing, customizing and optimizing end user support.

Functional Expertise

Strong functional expertise deploying financial, HR, Operations and supply chain solutions to drive business process centric Knowledge Management strategy.

Industry Background

Solid industry expertise in KM / ITSM to help capture and organize industry specific, business centric institutional knowledge.

TECHNOLOGIES WE SUPPORT

  • BMC Knowledge Management
  • RightAnswers KM
Learn more about ITSM/RightAnswers Knowledge Management