NewsOctober 25, 2006
Ionix Service Manager Demonstrates Commitment to Knowledge Management
KCS verification provides quality assurance for Ionix Service Manager customers
Ionix Service Manager, a leading supplier and developer of web-based IT Service Management software, today announced that Ionix Service Manager Version 8 has been recognized as "Knowledge Centered Support (KCS) Verified" by the Consortium for Service Innovation™. This follows Ionix Service Manager's verification for Ionix Service Manager Version 7 in 2005.
Executive Director of the Consortium for Service Innovation, Greg Oxton says "In submitting to and achieving the KCS Verified status for Ionix Service Manager Version 8, Ionix Service Manager has once again demonstrated an impressive dedication and understanding of Knowledge Management. By partnering with service providers to deliver exceptional results they have become a strategic leader in customer support."
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 solution. We are delighted to have achieved KCS Verified status as it gives our clients independent assurance that Ionix Service Manager provides an IT Service Management solution based on industry best practice."
KCS is an open approach to Knowledge Management where articles are created directly from support calls and the original problem description is preserved as part of the knowledge article.
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 mitigates many of the problems associated with staff leaving and taking their knowledge with them.
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