ITIL Knowledge Management

Improving the culture of sharing information in your business will no longer be challenging with the knowledge management technology in NetHelpDesk. Allow your teams to share information in private knowledge base groups, that are initially for their eyes only.

Before they create tickets, NHD can show them entries that may help them. When they complete tickets, prompts whether they would like to add an entry straight from the ticket, using summary, details and resolution as a template.

If they feel their entries can benefit their end-users, they can choose submit certain articles for their self service needs, and so on.

Now all you need to do, is fill up the knowledge bank!


"Knowledge management is the process of capturing, developing, sharing, and effectively using organisational knowledge. It refers to a multi-disciplined approach to achieving organisational objectives by making the best use of knowledge."

Information Technology Infrastructure Library (ITIL) for IT Service Management (ITSM) of Knowledge Management

"Full key word indexed knowledgebase accessible throughout the program, with prompts to refer when opening tickets, add entries when closing tickets for Agents, submitting for end-users' self service. Organise in group listings, decide which groups to make public, and which to keep private. Skills and qualification matching based on categories for auto-routing also."

NetHelpDesk ITIL Compliance Team


Our product and company has developed over many years based on Customer feedback and requirements, so if there is another way you feel would help you in this area, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.

Just contact our team to discuss your requirements. If there are any features you would like to see added to our help desk software, just let us know. See our #ChallengeNHD Twitter campaign for more information.

Take a closer look at NetHelpDesk.

NetHelpDesk Demo

Our software is available on multiple platforms...

NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.

  • Windows Phone

    Windows Phone

  • Android

    Android

  • iPhone

    iPhone

  • BlackBerry

    BlackBerry

  • Tablets

    Tablets

  • Windows

    Windows

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