Knowledge Management

POB Knowledge Management contains a number of fully integrated functionalities that will relieve the workload on your service desk, as currently updated knowledge and self-service offerings reduce the number of calls significantly. They raise solution rates and times, and empower IT organizations to reach new levels of efficiency. With POB Knowledge Management your organization will benefit from a current and constantly growing wealth of knowledge solutions.

Leading by Knowledge
ITIL V3 sees Knowledge Management as an important way to increase efficiency. Existing knowledge is serviceably recycled, distributed, and therefore continually enhanced. This means it does not need to be developed from scratch. As a fully ITIL compatible and certified solution, POB offers fully integrated knowledge management functionalities, including components for managing knowledge and providing it to end-users and support analysts.

Save Time and Money with Innovative Self-Service
The self-service component allows end-users to quickly find answers to support questions. It integrates seamlessly with POB Service Desk, allowing users to search for answers before sending a case into the service desk. This reduces unnecessary calls to the service desk allowing your support staff to focus on critical issues and end-users to return to a productive state quickly.
The end-user benefits from an around-the-clock, online service desk and is further enabled to provide feedback on all knowledge articles, thereby raising knowledge quality. The number of calls to the service desk reduces, as end-users are empowered to self-resolve their incident status. You get:
• 24/7 online help desk availability
• Reduced number of calls to the service desk
• Simple search functionalities
• Train the user: learning effect

Save Time and Money with Quick and Competent Support Analysts
The support analyst component is specifically dedicated to members of your support department. It helps them provide quick and easy answers, decrease talk time, and increase first call resolution rates. The support analyst functionality comes with an intuitive user interface that helps support teams to quickly find solutions by accessing a database of general and company-specific knowledge. The seamless integration with the POB Service Desk Management module allows support staff to tie solutions back to open incidents and resolve support issues quickly and effectively.
With the support analyst, sharing knowledge between different support departments is easy, as it engages all levels of support with the knowledge base. You get:
• Reduced Call Duration
• Increases 1st Level solution rate
• Train the analyst: just in time training for all levels of support
• Process optimization in accordance with ITIL