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