A word about knowledge
Knowledge that can be captured and structured for reuse is a key asset of support organizations and departments. BMC Knowledge Management provides a single, centralized, self-service knowledge base for creating, organizing, categorizing, using, updating, and managing structured, consolidated knowledge.
Different user roles provide different levels of authority in the system. Knowledge accessibility, page elements, and tasks are restricted according to user permissions.
Knowledge is stored in units known as knowledge articles (articles). Each article captures an issue and, using the appropriate predefined template, documents the experience of solving a problem, providing referential information, describing a process, or answering a question.
Once captured, article content can evolve and be improved over time, based on user demand and usage. An article's maintenance might continue indefinitely as the knowledge evolves. Users can submit feedback that might include suggestions for updating or improving the article, rate its content, and indicate whether or not the article was useful. Content that becomes irrelevant, misleading, inaccurate, or inappropriate can be revised, or the entire article can be retired and made inaccessible to users.
Users can track changes made to articles even when they are not involved in the workflow, by selecting specific articles or by defining rules (watch list). When these articles are changed, a notification is sent.
Articles are registered and indexed to enable searching. All users can perform a search and view results from within BMC Remedy AR System, in accordance with their permissions.
Users that have one of the Knowledge User roles can also perform a search from within BMC Knowledge Management. When an appropriate article is not found in the knowledge base, users with the appropriate permissions can create an article as required.
Articles can be related to one another when their content is related. Thus it is possible, for example, to add a link from an article that contains information about resolving an issue to another article that contains referential information.