NewsDecember 15, 2005
Ionix Service Manager earns KCS verification for best practice in knowledge management
Ionix Service Manager, a leading supplier and developer of web-based IT Service Management software, today announced that Ionix Service Manager 7.0.3 has been recognized as "Knowledge-Centered Support (KCS) Verified" by the Consortium for Service InnovationT (CSI).
Executive Director of the CSI, Greg Oxton says "The Consortium for Service Innovation is pleased to have Ionix Service Manager as one of our KCS Verified vendors. The verification process is thorough and challenging. By submitting to the program Ionix Service Manager has aligned itself with forward thinking service enablers that have become strategic partners with service providers to turn information into knowledge."
An effective knowledge bank reduces the load on a service desk by providing service desk staff with a means to find and use known solutions. This functionality can also be made available to the customer base via a self-help portal. Knowledge management also mitigates many of the problems associated with staff leaving and taking their knowledge with them.
Ionix Service Manager's head of knowledge management, David Green says "Many of our clients now specify knowledge management as a significant requirement in their IT Service Management (ITSM) solution. We are delighted to be KCS Verified. It gives our clients independent assurance that Ionix Service Manager provides an ITSM solution based on best practice methodology that will improve the efficiency of their service desk and add value to their business."
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