ITIL® Service Transition’s book states that the availability of knowledge and information is one of the critical success factors in the Knowledge Management process. Involving IT staff in the process of knowledge transfer is a challenging task and any improvement in that process could give a valuable result. ITSM practitioners know that IT Support specialists lack the time during their working hours to create knowledge articles based on the recent experience. Our solution, SCUtils KnowledgeTask, has been developed to address this practical problem in Microsoft System Center 2012 Service Manager.
SCUtils KnowledgeTask is Service Manager console task that allows IT analyst in one-click resolve an incident and in the same time create a knowledge article linked to that incident. During the execution of the console task the information about the incident’s title, description, and resolution’s steps are copying to the knowledge article. In the opened form of the knowledge article IT analyst can make the required changes, add keywords, etc. or save it and put those actions on a more convenient time or pass to the responsible person.
The key benefits include:
- Significant reduction of the time required for the knowledge article’s creation;
- Simplicity of the action;
- Support for Dutch, English, Finnish, French, German, Russian, Spanish, and Swedish languages;
- Compatibility with Microsoft System Center 2012 Service Manager, Microsoft System Center 2012 Service Manager SP1, Microsoft System Center 2012 R2 Service Manager.
Price of 1 license of SCUtils KnowledgeTask with one-year support - 899 USD.
One license covers a single installation in one production environment and two additional development/testing environments.