Expand all
1. What is ITIL knowledge management?
ITIL states that knowledge management's purpose is to maintain and improve the effective, efficient, convenient use of information and knowledge across the organization.
✕
Put knowledge within reach for technicians and end users alike
- Sidestep tickets with RAG-powered intelligent solution summaries and recommendations.
- Generate knowledge base (KB) articles with natural language prompts and ticket conversations.
- Keep solutions up to date with automated reviews and customizable expiration alerts.
- Approve solutions before publishing them for everyone or specific user groups.
- Link KB solutions to incidents and problems for quick, easy reference.
Building and disseminating knowledge the ITIL® way
Siloed information can delay resolution times and hurt the productivity of your IT teams. ServiceDesk Plus solves this by providing enterprise IT teams with a centralized, AI-enabled KB. This single source of truth enables your technicians to resolve issues swiftly and promotes a culture of self-service among your end users.
Knowledge at your fingertips, delivered by AI
Create comprehensive solutions from scratch through natural language prompts or ticket conversations with Zia Solution Generator and Resolution Assist.
Leverage Ask Zia, the GenAI-powered conversational AI companion that delivers multi-modal, human-like interactions through an LLM-style interface.
Generate curated solution summaries when users create tickets or converse, using RAG to identify the right solution article.
Simplify knowledge capture with customizable templates for quick, consistent solutions
Save time and effort while creating similar solution articles by including the necessary fields relevant to a solution topic with pre-populated data in a solution template and associating them with the corresponding topic. You can also include various drag-and-drop fields like single-line, pick list, and multi-select fields.
Create a comprehensive IT KB that addresses common IT issues
Build a comprehensive KB related to corresponding topics. Add keywords that help Zia pick the solutions to suggest while creating a ticket or while using Ask Zia. You can also include attachments for further reference and details. Choose if you want to publish the solution in the self-service portal for end users.
Keep solutions up to date through constant reviews
Stay up to date with the latest updates to solutions by setting up expiration dates and reviews. Send solutions to stakeholders for approvals.
Boost service delivery by associating solutions
with tickets
From providing work-arounds to resolving issues, link solutions to specific tickets within ServiceDesk Plus for quick reference and knowledge sharing.
Other features for seamlessly managing your KB
Talk to our experts today!
To learn more about ServiceDesk Plus, its knowledge management capabilities, and how you can make the most of them, talk to our experts.
Book your free slot