Knowledge Management

scalable knowledge management

Knowledge Management can supply a central repository for training, onboarding, IT support, business support, and other end-user enablement. Emtec’s knowledge management experts work with you to 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/Knowledge Management Advisory and Integration

Emtec’s implementation team can customize your ITSM/KM integration to maximize the efficiency and quality of the end user experience, from both the perspective of the support agent and self-service user. Key features include:

Support Agent:
  • Seamless integration with Incident Management console
  • Real-time solution feedback from agents by providing a direct link to knowledge
  • 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 new knowledge
  • Get the full support experience with video solutions, interactive checklists, and decision trees

Enablement

On-Boarding/Off-Boarding Process Enablement

Simplify the process of adding or removing an employee though a guided managed process 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?

Proven Track Record

Over 20 years of experience implementing, customizing and optimizing end user support services.

Functional Expertise

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

Industry Background

Solid industry expertise to help capture and organize industry specific, business centric institutional knowledge.

TECHNOLOGIES WE SUPPORT

  • BMC Knowledge Management
  • RightAnswers KM
Discover ITSM/RightAnswers Knowledge Management integration