This documentation supports the 20.02 version of Remedy Knowledge Management.To view an earlier version, select the version from the Product version menu.

What is BMC Knowledge Management

BMC Knowledge Management is a framework for creating, publishing, reviewing, and searching IT knowledge articles, to provide 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 best practices for capturing, structuring, evolving, and reusing knowledge. BMC Knowledge Management leverages these best practices to improve service levels by helping organizations to maintain what their employees, partners, and customers know and reuse this knowledge to gain value. 

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Knowledge, typically comprised of 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 just starting to build their own proprietary content, require examples of content, or want to expand the organizational knowledge base can use the out-of-the-box templates 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 allows 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, as all of these applications are built on BMC Remedy AR 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.
  • Allows 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.

 

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