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Knowledge Management


The HEAT ITSM Knowledge Management module is a tool for building your organization’s knowledge repositories, and creating access for the knowledge consumers to easily find the information that will be valuable to them. Knowledge Management also provides a business management system that allows your knowledge workers to continuously refine articles and solutions to ensure accurate, up-to-date information. By integrating the knowledge base with Self Service, your service portal becomes a self help system to enable users to solve their own problems reducing agent intervention dramatically.

Key Benefits

  • Increase service, while reducing costs
  • Increase front-line resolution by up to 85%
  • Reduce call escalations
  • Improve customer satisfaction
  • Reduce training time and costs- Enable new employees to get up to speed quicker with less impact on co-workers’ productivity
  • Reduce staff churn
  • Capture value from customer interactions and business operations in an actionable form for the rest of your organization


  • Knowledge integrity — Allow your current knowledge providers to refresh the business management system database and add new solutions in real time
  • Advanced search capabilities — Search directly from within HEAT IT Service Management, ensuring you know search context every time
  • Capture information in real time — Ensure that repeat questions have readily found answers the next time asked, improving response times and end user satisfaction
  • Standards-based integration capabilities
  • Web access

Considering HEAT ISTM for your organization ? Let the Kifinti Solutions expert team help you. We can leverage our many successful implementations and our relationship with HEAT to help make your project a success. Ask about a free product evaluation.