Knowledge Management

To ensure efficient and effective IT services, Knowledge Management (KM), a key component of IT service management (ITSM), focuses on producing, organizing, and communicating knowledge. It is essential for raising customer satisfaction levels, lowering resolution times, and strengthening service quality.

The Edge Platform gives you the capability to:

• Create and maintain detailed documentation of systems, processes, and procedures.
• Group knowledge articles and documents into relevant categories and knowledge bases.
• The process of adding tags or metadata to articles to make them more searchable
• Managing different versions of articles and ensuring that the latest version is readily available
• Integrating knowledge management with incident and problem management processes