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Knowledge Management

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Ben Snell
Member

Knowledge Management

Hi

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?

Thanks
Ben
9 REPLIES
Mark O'Loughlin
Honored Contributor

Re: Knowledge Management

Hi Ben,

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?
Ben Snell
Member

Re: Knowledge Management

Hi

Not looked at anything as yet - I have not been furnished with a set of requirements from the business as yet. This is more of a "whats out there" question asking about whats good / not so.

Cheers
Ben
Mark O'Loughlin
Honored Contributor

Re: Knowledge Management

No Worries,

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).
Jay Mistry
Frequent Visitor

Re: Knowledge Management

Mark, Ben

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.

Jay
Peter Dent
Frequent Visitor

Re: Knowledge Management

Ben,

We had a similar requirement, for a KB solution.

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.
Mark O'Loughlin
Honored Contributor

Re: Knowledge Management

Hi,

I have heard Dec 2009 as the date and have not yet heard of any extension to this either from HP or 3rd parties.
Elias Abboud
Honored Contributor

Re: Knowledge Management

The new Service Center (previously Peregrine) has the knowledge management with great search capabilities and easily customizable also.

HP is having a migration path for service desk customers to move to Service Center 6.2.x to protect the investment in SD

So why not have a look at that.
If you can't solve it, post it :)
Ben Snell
Member

Re: Knowledge Management

Hi

Thanks for all these good suggestions. I will pass these onto teh Help Desk Manager and discuss further with them.

Regards
Ben
Ben Snell
Member

Re: Knowledge Management

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