SysAid Knowledge Management
SysAid Knowledge Management is an integrated knowledge management module, part of SysAid ITSM, used for making tips and how-to solutions available to all. Service desk agents and other resolution groups can capture, develop, share, and effectively use knowledge relating to solutions to IT issues, and also provide end users with relevant self-help information as needed.
Capture, Develop, Share, and Effectively Use Knowledge to Work Faster
SysAid Knowledge Management can be managed separately for IT support teams and for helping end users to benefit from self-service and self-help. Of course any knowledge articles created for IT support personnel can be edited to make them appropriate for end-user self-help where necessary.
24/7 End-User Support Via the SysAid Self-Service Portal
Not only does this provide an alternative IT support channel for end users who are used to using self-help and self-service in their personal lives, it offers improved out-of-hours support for IT teams with limited service desk availability, and also removes some of the workload for under pressure service desks as end users help themselves rather than calling/emailing in.
Quickly Create Knowledge Articles
Attach Images and Other Media to Knowledge Articles
Link Knowledge Articles to Entities within SysAid ITSM
To improve the accessibility to relevant knowledge articles, you can link a knowledge article to: IT assets, incident/problem/change records, CIs, SLAs, and almost any entity in SysAid ITSM. This makes the relevant knowledge article information visibly available within incident records that involve any of these entities. For example, you may have created a knowledge article on how to solve a paper jam for a specific brand and type of printer. If you add that article to the relevant CIs or asset records, then a link to the knowledge article appears in any incident record related to that printer type ﹘ hopefully ensuring that IT support teams follow solution models that have already been set up rather than trying to reinvent the wheel.
Auto-Suggestion for End-User Self-Help
When using the Sysaid Self-Service Portal, as an end user begins to type their issue (as the incident ticket title), SysAid ITSM automatically searches for relevant knowledge articles. SysAid Knowledge Management then provides details of relevant knowledge article suggestions, which the end user can use to resolve their issue by themselves, without having to submit the incident ticket. The SysAid Knowledge Management Auto-Suggest capability can be configured based on title, question, and/or answer to optimize the relevance of suggested knowledge articles.