BMC Knowledge Management

Part of the BMC Remedy IT Service Management Suite

The framework for creating, publishing, reviewing, and searching IT knowledge articles

Provide service desk analysts with a knowledge base of easy-to-find solutions and give users self-service search options to help them resolve issues on their own.

This product offers:

• Rich HTML authoring that provides user-friendly, interactive, template-based articles
• Powerful index and search capabilities across multiple sources, including incidents, problems, and known errors
• Flexible authoring processes, including BMC Remedy Action Request System workflow, for automation of article lifecycle
• Powerful natural language search capability

With BMC Knowledge Management, you will:

• Improve service quality through easy accessibility to knowledge information
• Reduce support calls — and costs — by allowing users to search knowledge without involving the service desk
• Access third-party knowledge through integration and indexing of content
• Decrease call abandonment rates and increase first-call resolution rates by improving efficiency
• Keep users and service desks up to date by providing news flashes and watch lists
• Reduce training costs throughout your organization with integrated, self-help knowledge