RMS Services • Market leaders in resource management solutions throughout Europe • Thornbury, Bristol

RMS Services ITIL Knowledge Management

The purpose of Knowledge Management is to ensure that the right information id delivered to the appropriate place or competent person at the right time to enable informed decision.

The goal of Knowledge Management is to enable organisations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle.

The objectives of Knowledge Management include:

• Enabling the service provider to be more efficient and improve quality of service, increase satisfaction and reduce the cost of service
• Ensure that staff have a clear and common understanding of the value that their services provide to customers and the way in which benefits are realised from the use of those services
• Ensuring that, at a given time and location, service provider staff have adequate information on
• Who is using their services
• The current states of consumption
• Service delivery constraints
• Difficulties faced by the customer in fully realising the benefits expected from the service

The RMS solution supports the Knowledge Management solution by:

• Providing the facility to have user specific views so that the information available is pertinent to the user and their role. For example a product manager can have worklists that show just the incidents, changes and problems relevant to their product. A line manager can easily see the details relevant to just their department
• Having pertinent information available just a click away when handling end user issues
• Providing mechanisms to measure customer satisfaction
• Access to the technical services catalogue, to see the details of services supplied and current, planned or historical interruptions
• An integrated advanced search engine to quickly locate information from internal and external sources, such as pre-authored knowledge, internal documents and the CMS
• Integrated monitoring tools to automatically update incidents with the current status of an event