Reduce support calls, increase productivity

BMC Knowledge Management

As businesses mature in their ability to utilize technology, the importance of sharing current and accumulated IT knowledge increases exponentially. BMC Remedy Knowledge Management provides a powerful knowledge content search engine that reduces support desk costs, increases user productivity, and dramatically improvescustomer satisfaction.

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.

This product offers:

  • Rich HTML authoring that provides user-friendly, interactive, template-based articles
  • Flexible authoring processes, including BMC Remedy Action Request System workflow, for automation of article lifecycle
  • Powerful index and search capabilities across multiple sources, including incidents, problems, and known errors
  • Powerful natural language search capability

With BMC Knowledge Management, you will:

  • Improve service quality through easy accessibility to knowledge information
  • Decrease call abandonment rates and increase first-call resolution rates by improving efficiency
  • Reduce support calls — and costs — by allowing users to search knowledge without involving the service desk
  • Keep users and service desks up to date by providing news flashes and watch lists
  • Access third-party knowledge through integration and indexing of content
  • Reduce training costs throughout your organization with integrated, self-help knowledge

To learn more about how we can help you improve
performance while reducing cost and risk.