Nimsoft Service Desk gives you a clear, consistent interface between business and IT. It accelerates incident response and enables proactive IT service management—so you can increase end user satisfaction, reduce costs, and meet business objectives.
Knowledge Management
Data Sheet: Nimsoft Service Desk (PDF)
An effective service desk can add enormous value to your organization. By capturing organizational best practices, you can lower the costs associated with service disruptions, resolve issues and conflicts faster, and improve the quality of decision making processes.
The Knowledge Management module improves the quality of decision making throughout the enterprise by ensuring that optimal, and vetted, information is readily available to resolve service issues.
Knowledge base articles can be queried from tickets—or via the global search function—to assist in resolving issues or conflicts through the use of optimal service management practices. You can use the knowledge base as a resource for FAQs, how-to procedures, run books, and more. Role-based permissions also help to ensure that the best solutions are available to your agents.
In addition, the Knowledge Management module provides capabilities for reporting on the effectiveness of the knowledge articles in production. Both end-users and agents are given the opportunity to rate articles as having solved a problem, allowing the knowledge manager to report on and improve the effectiveness of the knowledge that has been published.
Key Features
Get the Right Information to Your Team Through Knowledge Management
The Knowledge Management module is tightly linked with the other processes to let your team:
- Easily search for knowledge articles within an open ticket.
- Automatically display the relevant KB articles based on ticket classification and description to the analyst.
- Focus on the most relevant solutions through nested category search criteria.
- Add unlimited keyword search terms to articles.
- Import contents of the knowledge article directly into the ticket—including cause, resolution, classification fields, and attachments—to speed record keeping.
- Create a knowledge base article with one click by using existing resolved ticket content.
- Track used solutions automatically for reporting on the most effective entries.
- Use ticket description and classification to automatically populate the search criteria when searching KB within a ticket.
- Define frequently asked questions (FAQs) and make available to end users.
- Set permissions on KB articles to ensure that they are used by the right level staff or end user.
- Support bulk import of existing or purchased solution content, which is integrated into the common index.
Benefits
Knowledge Management Improves Efficiency
With the Knowledge Management module, your organization can gain a range of benefits to your service management:
- Optimal information is available at your fingertips to aid in resolving service issues in a timely and efficient manner based on proven experience.
- Tight integration ensures quick and timely access.
- Improved service quality by giving technicians and end users easy access to the knowledge base.
Platform Features
Action Based Workflow
Drive your service management process with powerful workflow. More
APIs and SDKs
Tailor the solution to meet your unique business requirements. More
Approval workflow
Get the right approvals, right when you need them. More
Auto Routing
Automatically route requests to the appropriate resource. More
Automatic Discovery & Deployment
Keep informed of changes to your infrastructure. More
Calendars
Identify the best times to perform service. More
Communications Management
Submit requests and review their status right in your inbox. More
Comprehensive Search
Powerful search simplifies use. More
Configuration Management Database
Manage your configuration items within Service Desk. More
Flexible Pricing & Licensing
Works with your budget, and your business. More
Gateways and 3rd Party Integration
Integrate all of your IT management tools with ease. More
ITIL Compatible
Best-practices. Built-in.More
Message Bus
Rest assured that your solution is future ready. More
Multi-Tenant
Scale your services efficiently and economically. More
On-Premise, or On-Demand
Flexibility to suit your business. More
Security
Keep private data private. More
Self Service Portal
Empower your users, accelerate service. More
Service Catalog
A one-stop shop for critical IT services. More
Service Level Management
Set, meet and exceed your SLAs. More
Single Sign-on
Use a single identity to manage your Modern IT. More
Surveys
Survey your customers to determine their satisfaction level. More
Task Management
Use work orders to delegate specialized or repeatable activities. More
SaaS and On-Premises Deployment Options
- Complete Service Desk and Monitoring functionality
- No upfront management hardware costs; Accelerated ROI
- Reduced training and management overhead
- SLA based availability
- Access to Nimsoft operational expertise
- Control and customize the Nimsoft management server; Easily resell
- Control the physical location of data for policy, security or compliance reasons
- Support remote sites with poor Internet performance
Can't find what you are looking for? Contact sales@nimsoft.com for a more complete list of supported technologies or click to chat with one of our representatives now.
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