Knowledge Management in BMC Remedy 9.1

2. Industry observations and challenges Little or no time to create knowledge Standalone Knowledge Systems mean “swivel-chairing” The agent’s gamble: resolution rate vs call handling time Onboarding times can be high, staff retention rates low

3. Knowledge Management in BMC Remedy with Smart IT Significantly enhanced UX “Smart Recorder” provides innovative “search as you type” for Knowledge Enhanced authoring with assistive behaviors Knowledge Centered Support

4. Instant, dynamic knowledge presentation

5. Collaboration: Knowledge as a team sport

6. Knowledge underpinning self-service Prototype image only

7. Fast, assisted knowledge creation

8. • Full-screen mode to leverage available screen real-estate • Easy embedding of images and videos • Efficient editing with familiar user interactions Modern web rich-text editing capability

9. One-screen article creation • Faster document creation through streamlined UX • Improved user satisfaction and adoption • Reduced training times

10. Similar article matching prevents duplication • Automated detection and side-by-side copy • Enable similar articles to be consistent in wording and structure • Less downstream document management effort

11. • Faster creation of documents with good visual quality • Familiar visual structure enables users to find information faster • Pre-defined text for standard policies Definable styles ensure consistency

12. Drag picture to placeholder or click icon to add Drag picture to placeholder or click icon to add Drag picture to placeholder or click icon to add Drag picture to placeholder or click icon to add @BMCSoftware #Remedy9 #ModernIT Create and edit Knowledge Articles from anywhere Comment, share, collaborate and review Powerful mobile knowledge search Detailed technical knowledge available anywhere Smart IT 1.1: Fully mobilized Knowledge creation

13. • Optional user role system to match KCS personal “levelling”. • New KCS article template. • New team management tools for KCS coaches. • Enhanced flagging and feedback mechanism. • In-line quality review for articles. • New reports and dashboards. Comprehensive KCS feature set

14. Dedicated interface for KCS Coaching Support for KCS Contributors and KCS Coaches Knowledge Contributor performance evaluation Article Quality Index (AQI) calculation Knowledge metrics and KPIs

15. Inline article quality assessment for coaches

16. Mobile KCS New KCS template Check for duplicates Assess article quality Flag article issues

17. Comprehensive KPI reports

Editor's Notes

KCS – we committed
images taken from the new MyIT 2.6 and virtual agent IUR slide deck
State of the art rich-text editor for knowledge article content Full screen mode to leverage entire screen real estate Easy to embed images, videos, etc. - a picture says more than 1000 words Improved copy & paste (but no image copy yet!)
Creating new knowledge articles or updating existing knowledge articles is now possible in Smart IT in an ultra-modern, smart and highly efficient web UI. Knowledge management has never been easier. Modern State of the art, fast, responsive web UI Easy to embed videos, insert images, … Full mobile support Smart As with other Smart IT interactions, this is not a passive form anymore, this is an active, smart system that proactively makes suggestions about similar articles, so that users avoid creating article sprawl. Efficient: All information – main article content and meta data - on one screen Easy to use interaction Pre-defined styling for article templates to remove burden on formatting (see next slides) Pre-defined text for article sections to insert standard (policies, …) language into all articles (see next slides) Merge content from similar articles And of course users can use Smart IT to manage the entire life cycle of a knowledge article, can collaborate with other users about articles, etc.
As with other Smart IT interactions, this is not a passive form anymore, this is an active, smart system that proactively makes suggestions about similar articles, so that users avoid creating article sprawl by extending existing article. If separate article still needs to be created, Smart IT helps user to be more efficient. It can display content of old and new article side-by-side, so that content can be easily copied over.
Pre-defined styling for article templates: Admins can define default font type, size and color for different text styles and associate them to different knowledge templates. This helps reduce burden of manual formatting to ensure visual consistency Users can preview the styling as part of template preview. Pre-defined text for article sections: Admins can define default text for different sections of knowledge article template. Can be used to insert standard text blocks (policies, disclaimers, best-practices, etc) into all articles of a specific template type Makes users more efficient – don’t have to copy this standard language manually.
Mobile first is a key strategy for Remedy user experience, and we are following through with that in our Smart IT 1.1 release. BMC is the first vendor to provide comprehensive mobile knowledge management capabilities on Smartphone and Tablets (iOS and Android) using native app experience, tightly integrated into the overall Service Desk experience. BMC is setting the pace in the market here. As in many other areas, mobile device support will open up new opportunities and change how IT users work. Access to existing knowledge on mobile devices will allow to users to leverage the knowledge based in all their interactions, no matter where they are. And while it may initially not sound practical to create a 10-page knowledge article on a Smartphone, there are new use cases where mobile knowledge editing makes sense: A onsite support agent working desk-side to support a customer can fix minor errors in an article they looked at on the fly. A field support technician taking a photo of a defective equipment in a data center and creating an article for this right away. A second level service desk agent creates the seed of a new knowledge article while in the train on the way home, and uses the browser based Smart IT UI on the next day to fully build out the article A specialist traveling in a plane finally has some time to start creating a new knowledge article on his tablet But it won’t stop there. With the millennium generation growing up with mobile devices and being intimately familiar with the usage, we don’t know yet all the creative uses of mobile knowledge management tin the future. What is your mobile ITSM strategy? What opportunities to do you see for knowledge management on mobile devices? With BMC Remedy with Smart IT, your organization is ready for the future of ITSM.
BMC Remedy ITSM 9.1 adds a new set of user roles, which correspond to the user maturity levels defined in the KCS Practices Guide: KCS Candidates can create articles, flag articles and suggest updates. KCS Contributors are typically users who have shown a good ability to create and curate excellent knowledge content. They are entitled to trigger full publication of knowledge articles internally. KCS Publishers are further enabled, and can publish articles for viewing by end-users via MyIT. KCS Coaches are also supported, with a new console enabling them to nominate and manage a team of Candidates, Contributors and/or Publishers. Additional tools and KPI reports help them to mentor users and track the organization’s performance.
One fundamental role of KCS Coaches is to assess articles submitted by the people they mentor. In many KCS environments, this is frequently done outside the knowledge tool, using spreadsheets or 3rd party tools, which can be inefficient and disjointed. Smart IT provides a set of best-practice questions, and enables the coach to answer them directly in line with the article, even on mobile. Assistive tools help to answer questions such as whether the article is a duplicate of a pre-existing article. Question sets can be copied, edited or added, to enable a flexible, team-by-team approach to quality assessment.
Knowledge is most powerful if it is always available. The KCS features of BMC Remedy with Smart IT 1.3 are fully mobilized. A coach might, for instance, want to complete some Article Quality Assessments whilst on the train to work. Support agents may wish to create or flag knowledge content without having to return to their desk to do so. In Smart IT, mobile users are equal citizens.
KCS works best when its practitioners have easy access to powerful analytics. Smart IT leverages the power of Smart Reporting to deliver built-in KPIs and metrics to assist KCS Coaches, to track and reward individual performance, and to assess the overall health of the knowledge base.

Knowledge Management in BMC Remedy 9.1

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Knowledge Management in BMC Remedy 9.1

Editor's Notes