This documentation supports the 9.0 version of Knowledge Management.

To view the latest version, select the version from the Product version menu.

This space contains information about the BMC Knowledge Management 9.0.00 release, which is part of the BMC Remedy IT Service Management (BMC Remedy ITSM) Suite 9.0 release.

What's new

Announcement, August 27, 2015

Service Pack 1 for BMC Knowledge Management version 9.0.00 is released. For more information about the new features in this release, see:

  • Installation and upgrade updates in Service Pack 1 in BMC Remedy IT Service Management Deployment online documentation.
  • 9.0.01: Service Pack 1

For a summary of all announcements, see Release notes and notices.

Smart IT version 1.2 released

BMC Remedy with Smart IT version 1.2 is released.  

 For more information about Smart IT see, BMC Remedy with Smart IT version 1.2 .

Announcement, June 19, 2015

Patch 1 for version 9.0.00 of BMC Knowledge Management, is available.

For a summary of all announcements, see Release notes and notices.

Announcement

BMC Knowledge Management 9.0 is released.

For a summary of all announcements, see Release notes and notices.

Featured content

For complete information about what's new or changed, see Version 9.0.00 enhancements.

Where to start

About BMC Knowledge Management

BMC Knowledge Management is a framework for creating, publishing, reviewing, and searching IT knowledge articles. It provides 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.

The Consortium for Service Innovation, which created and maintains Knowledge-Centered Support (KCS), shares recommendations for capturing, structuring, evolving, and reusing knowledge. BMC Knowledge Management leverages these recommended practices to improve service levels by helping organizations to maintain what their employees, partners, and customers know and reuse this knowledge to gain value.

Knowledge, typically comprising different types and formats, is stored as separate knowledge articles contained in a knowledge-based repository. Storing knowledge articles in a repository allows control and life cycle management. Organizations that are starting to build their own proprietary content, require examples of content, or want to expand the organizational knowledge base can import prepackaged knowledge for immediate use.

The authoring process enables authorized users to use rich HTML authoring and extensive editing tools to create and maintain interactive, template-based knowledge articles and manage the knowledge article life cycle within a defined sequence of stages.

Powerful index and search capabilities across multiple sources, including incidents, problems, and known errors, enable users to search the repository and locate the requested knowledge. The robust search engine enables users to search for solutions using natural language or Boolean searches.

BMC Knowledge Management shares a common foundation with BMC Remedy IT Service Management (BMC Remedy ITSM) and BMC Service Request Management — all applications are built on BMC Remedy Action Request System. BMC Knowledge Management leverages foundational elements, such as notification and email, of the integration platform to simplify and reduce management costs.

BMC Knowledge Management provides the following functionality:

  • Helps IT and customer service personnel and other service providers to guarantee a quick and accurate response when solving problems
  • Enables organizations to provide users with the option to perform an ad hoc search for knowledge by themselves
  • Provides a means to create knowledge goals and monitor articles through reports

Other resources

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Comments

  1. Duncan Wright

    The link to Release Notes is incorrectly pointing at the Asset Management release notes

    The content is pretty much the same though!

    May 07, 2015 12:43
    1. Rakhi Rathod

      Hello Duncan,

      Thank you for pointing out. We have updated the link.

      Regards,

      Rakhi

       

      May 07, 2015 11:17
  2. Venugopal Narayanarao

    The PDF's (download link) is not working. Can you please rectify it. I am getting error as "Unable to render {include} The included page could not be found."

    May 11, 2015 03:59
    1. Catherine Siderine

      Hi Venugopal,

      Thanks for letting us know about the error. I have sent a message to the writer who is responsible for this content.

      Regards,
      Cathy 

      May 11, 2015 02:14
    1. Priya Shetye

      The PDFs issue has been fixed. Thanks.

      May 12, 2015 02:47