ITSM Search Knowledge System

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Provided by: International Journal of Emerging Technology and Advanced Engineering (IJETAE)
Topic: Data Management
Format: PDF
In this paper, the authors develop the service knowledge management system, a tool designed primarily for L1 L2 and L3 engineers to access the information of previously proven and tried solutions and work around that can be used while working the incidents, problems and change requests. The application is robust tool that is built to provide the user with search document from the various knowledge base portals in order to equip and empower the engineer with all the required know-how's and technical acumen required to effectively and efficiently engage while either troubleshooting or resolving customer issues.
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