I think it depends a bit on what you're environment is and what you're looking for. RKM is designed around Remedy, so you do get some nice integration features like being able to specify resolution category information, etc., for when you use a KB article to solve an Incident and such.
That said, I would also look at the number of people using the system, how you intend the KB to be used (self support, as an aid to the help desk, etc.), how many articles you expect to have in the KB, etc. In my experience, RKM is not an enterprise class application, but it more suited to smaller shops. It lacks good management capabilities for a large number of users, Remedy support groups, and articles. For a smaller shop (say, less than 100 support groups, or only a few hundred users, a few hundred or a few thousand articles, etc.), RKM may be fine. For a larger organization, in my experience, the tool has not been stable enough or manageable enough. In our case, it has been the most problematic of any of the BMC applications I've worked with. So, for a small to medium organization, RKM may work fine. For a larger organization, or where you intend to supply a knowledge base to a large set of external clients, there are a number of other possible solutions that may work better for you depending on your needs, and most of the major KB vendors will claim that they can integrate with Remedy in one way or another. Lyle From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Alan Blake Sent: Thursday, April 15, 2010 8:14 AM To: [email protected] Subject: Re: KB tool ** RKM is a good tool and integrates nicely. I recommend you look to Knowledge Centered Support (KCS) in creating a solid KM process and then select a tool that facilitates your process. Alan Blake Knowlysis --- On Wed, 4/14/10, David Drake <[email protected]> wrote: From: David Drake <[email protected]> Subject: Re: KB tool To: [email protected] Date: Wednesday, April 14, 2010, 5:44 PM Remedy's RKM is the best ________________________________ From: Action Request System discussion list(ARSList) on behalf of lakhes Sent: Wed 4/14/2010 4:35 PM To: [email protected]</mc/[email protected]> Subject: KB tool ** Hi listners, Does anyone intergrated any KB tool with remedy ? Any recommendations? Thanks _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
