Knowledge Management in BMC Remedy 9.1

Jon HallPrincipal Product ManagerDecember 2016

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

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

Instant, dynamic knowledge presentation

Collaboration: Knowledge as a team sport

Knowledge underpinning self-service

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Fast, assisted knowledge creation

• 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

One-screen article creation

• Faster document creation through streamlined UX

• Improved user satisfaction and adoption

• Reduced training times

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

• 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

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@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

BMC Confidential – Subject to change

• 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

Dedicated interface for KCS Coaching

Support for KCS Contributors andKCS Coaches

Knowledge Contributor performance evaluation

Article Quality Index (AQI) calculation

Knowledge metrics and KPIs

Inline article quality assessment for coaches

Mobile KCS

New KCStemplate

Check forduplicates

Assess articlequality

Flag articleissues

Comprehensive KPI reports

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