>> Knowledge Management

While enterprises have invested in Service Management solutions and helpdesks, industry research shows that the highest proportion of cost of providing Service to a Customer is taken by solving the customers problems as apposed to operational tasks. Often the knowledge on how to resolve a problem exists within a Service Management tool, but this knowledge is not delivered to customers except through multiple interactions with the Service Desk and Support Staff.

For Service Desks, speed and accuracy are critical when solving a customers problem. Service Desks struggle to maintain an ever increasing level of service quality in the face of tight budgets and headcount restrictions.

ASG Know IT All addresses these challenges with a complete, packaged knowledge management solution, including technology, process and culture. ASG Know IT All enables Service Desks to draw on the collective enterprise knowledge and deliver fast, accurate and consistent answers to customer problems.

ASG's Knowledge Management solution makes Problem Management work by delivering knowledge embedded in workarounds to those who need the answers. For knowledge to be valuable, it must be published and used.

It is the only knowledge management system to deliver an integrated way of service call resolution by both Service Desk operators and end users with HP Service Desk. It extends the existing HP Service Desk offering by providing a process and tool to enable experience with your organisation to be delivered to where it is needed.

Integrating the Knowledge Base with HP Service Desk delivers an expanded definition of Incident and Problem Management, providing a single, integrated solution that negates the need for siloed knowledge sources.

With the provision of flexible searches and short cuts, Service Desk staff and end users are able to access articles speedily and easily to resolve requests. Our solutions evolving knowledge base exploits resolved Service Calls to further enhance the Knowledge experience.

Know ITAll

With content management, intelligent search and flexible knowledge base segmentation, ASG Know It All™ delivers:

  • Faster Call Resolution
  • Increased first call resolution rates and thus
  • Higher satisfaction
  • Reduced staff turnover and
  • Lower support costs

As a result of

  • Seamless integration with HP Service Desk (HPSD)
  • Custom user interface for Support Officers
  • Use of web browser technology to aid end user service call resolution & requests
  • Folder structure within Service Desk duplicated to allow segregation of data.
  • Ability to search without dependant Service Calls or Problem records
  • Re-use of description & predefined fields to utilise searching
  • Customisable to clients environment: ability to map any HPSD field to Know IT All KB
  • Auto population of Service Desk solution fields based on the Know IT All article
  • Know IT All articles can host attachments and contain URL’s
  • Automatic generation & linking of Service Call to Problem record where Known Error article resolves request by Self Help user
  • Independent rating of articles to validate effectiveness solution
  • Trend analysis and reporting of Know IT All KB usage and effectiveness
  • Links knowledge search with other third party search engines like Google and Technet
  • Contributor ratings show the value each individual provides to the Knowledge database
  • Support for Service Desk 5.10

Technical Features of Know It All™

  • Full Text Searching within the Knowledge Database is performed using either:
  • A natural language search against all indexed, predefined fields which will return a Relevance value that is a similarity measure between the search value and the text contained within the article
  • A Boolean Search which uses a “must have word – can’t have word” format e.g. “+windows –java” to search on predefined fields which returns matches based upon Effectiveness
  • All resultant matches are filtered to match the support tier of the analyst. For example, Service Desk staff will not initially see an article that requires Administration rights to resolve the issue.
  • When an article is selected for viewing a secondary Full Text search is automatically initiated using the article’s description and keywords to display related articles.
  • Full Text indexing usually ignores words of less than 4 characters. This is considered the optimal value so that many “noise” words are ignored. To allow the inclusion of special words of less than four characters (prolific in IT!), the application has functionality to recognise these words for both indexing and searching.
  • The application will automatically record the steps attempted to resolve the Service Call when using an article.
  • The application will facilitate the automatic population of specific fields e.g. Solution, upon call resolution using an article.