What are peoples experiences and opinions of Knowledge Management tools with OVSD 4.5? I know that there is the FAQ button which can be combined with views but are there any other tools / solutions that people have tried and are happy with?
FAQ is not a KM solution in my mind. It does offer search capability and i have set it up to work for people that do not have time/money/resources/or the need for a full KM solution. So its ok.
I have set up and used Knova which has an interface to OVAS. It is a good KB system. The intergration was very basic at the end of the day (due to some reasons) but worked. The solution its self is good and it has a good search engine though like any application it does need administration and maintenance.
There are a few others that say they integrate with OVSD so I assume its in the same manner.
As a KB is another application be sure you have all your requirements up front and you see these demonstrated as much as possible up front. Whats always shown in a POC is not necessarily covering your needs (goes for any app and not Knova in particular).
Have you looked at any KB apps yet? Do you need more info?
the 2 big ones I have come across were Knova and Egain. Both are as similar as diverse.
There are smaller one available too. Also with the new SM7 I believe there is a KB provided. I have not seen it but it may have potential. So bear in mind as you will have to move to SM7 one day soon if you want to stay with the HP app's as 4.5 will end of life sometime (still waiting for the date).
I have seen the SM7 demo and they briefly covered the KB element, but they did mention that this is a "add-on" and would be chargeable. As for SD4.5 EOF I am still working on the date given to me at the Service Desk Forum in June which stated that EOF for SD4.5 would be Dec 2009.
Im sure there will be more info coming out at the Software Universe in Nov.
Working with a company called RightAnswers we now have a solution.
Its a browser based application which integrates with Service Desk. It searches the SD database for a solution based on your search criteria, (i.e. what you enter as the problem of a new SC). The browser interface gives various options etc. The app. is launched from within SD from a menu option or a button click etc.
The company specialises in KB solutions and developed the SD interface using the SD API.
This was the first time that they had worked with HPOV but had done the same thing for other applications in the past.
You may wish to consider this option? Now that the basics have been done it should be quite a short development time. Even working from scratch, with us, they turned the product out within about two months. They are based in the USA, but this proved not to be a problem, we had telephone meetings and joint development meetings using internet based apps. sharing sessions. They proved to be a lot more productive than a lot of face to face meetings I've been in!
Anyway, just thought I'd share this experience and give you another option at least.