This documentation supports the 23.3 version of BMC Helix ITSM: Knowledge Management.

To view an earlier version, select the version from the Product version menu.

Learning about Knowledge Management

Knowledge authors use BMC Helix ITSM to create a knowledge base of easy-to-find solutions. Support agents use knowledge articles to help resolve incidents.

Important

Some of the features discussed in this topic might not apply to BMC Helix Knowledge Management by ComAround Open link .

Related topics

Learning about KCS v6 verified BMC Helix Knowledge Management by ComAround Open link

Integrating BMC Helix Knowledge Management by ComAround with Smart IT Open link

Sending email messages Open link

Process overview for traditional knowledge management

The following diagram illustrates the process of creating and publishing knowledge articles:


BMC Helix ITSM helps you manage knowledge through the following stages:

Drafting a solution

A knowledge author identifies the need for new knowledge and creates an article. The knowledge author uses a template to start creating a knowledge article. Knowledge articles can include rich media, such as images and video, but this video cannot be viewed in BMC Helix ITSM. The following video (5:01) shows how to create a knowledge article in BMC Helix ITSM.

https://youtu.be/DVpEYrH2kfM

After the author completes the draft, the article's content might be visible to some users with knowledge user roles. However, the content has not been reviewed and approved for use. This content might change, or the entire article might be deleted.

Reviewing and promoting

A Subject Matter Expert (SME) reviews the article for content. If the article needs additional work, the SME flags the article and indicates what updates are needed.

The article can be promoted through multiple stages of review: content, proofreading, and final review. At each stage, the article can be approved, rejected, or placed on hold by a reviewer or by a user with Knowledge Admin permission.

Publishing to knowledge base

After the article is approved, it is published and becomes available to all users, even those without knowledge user roles. For example, when agents use Smart Recorder of BMC Helix ITSMto log a ticket, the system automatically displays relevant knowledge articles. Business users can see knowledge articles in BMC Helix Digital Workplace and BMC Chatbot.

If the content is confidential, the article might be marked as available only to users with a knowledge user role.

Reviewing and retiring

After articles are published, knowledge users periodically review the articles to ensure that the articles are still accurate and relevant. Users can provide feedback on knowledge articles. A knowledge user might review the article in response to feedback. If your organization uses KCS, KCS Coaches use Article Quality Index (AQI) assessment questions to assess their team's articles. An administrator can create AQI question sets to meet your organization's needs.

Overview of KCS

BMC Helix ITSM supports Knowledge-Centered Service (KCS). The practices defined in KCS enhance the collective efforts of the knowledge team to create and maintain a rich knowledge base. The Consortium for Service Innovation has created the KCS methodology and maintains it. The KCS methodology is as follows:

  • Create knowledge as a by-product of resolving incidents.
  • Collect available knowledge in a comprehensive knowledge base.
  • Reuse and improve existing knowledge before creating new content.
  • Encourage users to collaborate, learn, share, and improve knowledge within the organization.

The following video (3:24) describes the benefits of using knowledge management for KCS in BMC Helix ITSM.


 https://youtu.be/N8lS-LTf3sM

Whether you use KCS or traditional knowledge management, knowledge articles can help support agents and business users. After you create and publish knowledge articles, the articles show up in Knowledge Management when a support agent logs a ticket. If you use BMC Digital Workplace or BMC Chatbot, the knowledge articles are available to business users.

While creating an article, if you copy plain text from a text editor (for example, Notepad), and paste it into the article content, and then try to change the font style of a specific text or sentence, all of the article text gets formatted instead of just the selected text or sentence due to the limitation of the CKEditor. While configuring source editing for knowledge articles, if you want to enable source editing (not recommended), you must open the isCKEditorSourceEditable property from the Centralized configuration Open link  and change its value from false to true.

Process overview for KCS

The following diagram illustrates the process of using and publishing knowledge articles:

When service agents record incidents, they search for knowledge articles that can help resolve the issue. If an applicable knowledge article exists, the service agent links to it. A service agent who also has the role of KCS candidate can update the knowledge article.  Service agents have access to knowledge articles even at the draft stage.

If a KCS candidate does not find a knowledge article, the KCS candidate creates a new knowledge article. When the KCS candidate completes the proposed knowledge article, the knowledge article is set to draft status and becomes available to service agents to help resolve incidents.

If a knowledge article is used frequently, heavy usage of the knowledge article shows that the article is important. At this point, a KCS contributor validates the quality of the knowledge article. The KCS contributor might include subject matter expert (SME) reviews as part of the validation. After the validation is complete, the KCS contributor publishes the knowledge article internally. Service agents can see that the knowledge article has a status of verified and can be more confident when using the information in the knowledge article.

A KCS publisher identifies which verified knowledge articles to publish publicly. After identifying the knowledge articles, the KCS publisher might get SME reviews before publishing the knowledge articles. Public knowledge articles are available to end users in BMC Helix Digital Workplace.



Do you want to learn more?

For more information about creating knowledge articles, see Creating knowledge articles for sharing information.

For more information about using knowledge articles, see Resolving tickets with the help of knowledge articles.

For more information about working with knowledge in KCS, see Knowledge-Centered Service overview.




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