The FrontRange ITSM
Knowledge Management module is a tool for
building your organization's knowledge
repositories, directed externally or internally,
and creating access for the knowledge consumers
to easily find the information that will be
valuable to them. Knowledge Management also
provides a business management system that
allows your knowledge workers to continuously
refine articles and solutions to ensure
accurate, up-to-date information. Using a self
service model, any set of users or customers
that you define can use the Knowledge Management
tool to search your knowledge repository to find
the answer to their question.
Tight integration with Incident Management,
Change Management, Problem Management and Voice
Enablement and other FrontRange ITSM modules
creates a powerful service tool to elevate
service levels and customer satisfaction.
Look Deeper
Inside
|
|
|
|
 Benefits
- Increase service, while
reducing costs
- Increase front-line
resolution by up to 85%
- Reduce call escalations
- Improve customer
satisfaction
- Reduce training time and
costs- Enable new employees to
get up to speed quicker with
less impact on co-workers'
productivity
- Reduce staff churn
- Capture value from customer
interactions and business
operations in an actionable form
for the rest of your
organization
Features
- Knowledge integrity
— Allow your current knowledge
providers to refresh the
business management system
database and add new solutions
in real time
- Advanced search
capabilities — Search
directly from within FrontRange
IT Service Management, ensuring
you know search context every
time
- Capture information
in real time — Ensure
that repeat questions have
readily found answers the next
time asked, improving response
times and end user satisfaction
- Standards-based integration
capabilities
- Web access
Hardware
Requirements
- CPU: Pentium III 733 MHz or
faster
- System Memory: 512 MB or
more
- Hard Disk Space: 500 MB free
space
Operation
System/Software Requirements
- Supported Server Operating
Systems
- Windows 2000 Server with
Service Pack 4
- Windows 2003 Server
Supported
Web Servers
- Microsoft Internet
Information Services (IIS) 5.0
or later
Supported
Database
- Microsoft SQL Server 2000
with Service Pack 3
- Oracle 9 Release 1 and 2,
but with Oracle 9i release 2
client drivers.
- Note: Microsoft .NET version
1.1 with Service Pack 1 is
required.
Supported
Client OS/Browser
- HEAT Plus Knowledge shall
support any Operation System
that can support the following
browsers:
- Self Serve Interface -
Internet Explorer 6.0 SP2 or
higher.
|
