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ServiceNow Knowledge Management Accelerator
Knowledge management crosses into the other ITSM processes and is a way to avoid duplicated work and discovery by organizing and making available information about IT services. Knowledge Management enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. Knowledge finding is a helpdesk issue in most businesses, but it doesn’t need to be.
IBeam’s ServiceNow Knowledge Management Accelerator captures knowledge from across the organization and packages and makes it readily available for the shared use of employees.
Using Knowledge Management, IT personnel can leverage knowledge articles to resolve users’ issues faster, and employees can find information on topics ranging from new device installation to HR policies and legal guidelines without contacting the help desk or chasing answers through endless email chains.
Key Product Features
- Wrapper on the OOB Incident management
- Integrated Knowledge workflows
- Custom Knowledge Bases
- Integrated Knowledge search from the portal
- Security for Knowledge articles based on department
- Integrated Incident Knowledge search
- Standardized process for Knowledge publish and retirement process