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Business Challenge
Support organizations today, whether they are help desks or technical support groups, need to be connected to the right information. Having the right information is just one part of the equation; the other part is enabling analysts and subject matter experts to access, maintain, and share this information. Knowledge management solutions must enable both external and internal call centers to perform more efficiently and give support agents access to the information they need to resolve problems.
Business Need
- Reduce support and training costs
- Capture, manage, and maintain valuable knowledge across the organization
- Empower end users with tools that help them solve common and repetitive issues
- Provide consistent and repeatable knowledge transfer within your organization
Our Solution
BMC Knowledge Management Express (previously known as Magic Knowledge Management) improves staff efficiency, customer satisfaction, and business service quality. BMC Knowledge Management Express provides the tools to harvest information from your most skilled, knowledgeable workers. It is the conduit that gets information and knowledge to your end users who need it to solve critical IT issues and to maintain their focus on the business. It includes ROI/metrics reporting tools to help you pinpoint information needs, validate solutions, and align your people, processes, and technology.
Key Features & Benefits
- Cuts IT costs without sacrificing quality service to internal and external customers
- Helps IT personnel stay informed on diverse, ever-changing technologies
- Conquers long call times, lengthy resolutions, and inconsistent or outdated solutions
- Empowers analysts to find the information in the knowledge base they need accurately and quickly
- Enables you to support new technologies quickly and capture new knowledge for future use
- Provides best practice knowledge base authoring with extensive rich-text HTML editing tools
- Integrates Knowledge Management solution with BMC Service Desk Express Suite
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Brochure
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BMC Educational Services
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BMC Business School Course Catalog
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2008 BMC Annual Report
(pdf)
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Datasheet
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BMC IT Service Support Route to Value Solution Brief
(pdf)
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BMC Configuration Manager Express
(pdf)
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BMC Knowledge Management Express
(pdf)
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BMC Service Desk Express Suite
(pdf)
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Success Story
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CSC's Global Outsourcing Services Division remodels services with BMC Remedy ITSM V7
(pdf)
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The Regence Group Provides Information to 6,000 Users with BMC Remedy Knowledge Management
(pdf)
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BSM Approach Delivers Cost Savings and Higher Efficiency at Coldwater Creek
(pdf)
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ClubCorp Balances High Tech and High Touch with the Help of BMC Service Desk Express Suite
(pdf)
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Competitive Replacement Yields Instant Benefits
(pdf)
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White Paper
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Achieving Proactive Incident and Problem Management Using BMC Performance Manager
(pdf)
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