Re: KB tool

Tue, 15 Jun 2010 14:45:23 -0700 

**

It is quite simple to install (in 7.5 it even does the ITSM integration work for you as before you had to modify forms/active links).

Configurations are pretty simple and most are done via a GUI configuration tool (all of them are driven via the KMS_Config.xml file)  so if editing XML is something you are comfortable doing then you shouldn't have too much difficulty.

I recommend you change the Authoring workflow steps, review the templates and tweak as needed for your business needs.  I would certainly look to KCS as the methodology that drives your process and subsequent configurations.

Overall, RKM becomes very usable very quickly, but getting your analysts to actually own and use the knowledge it stores is where you will find the most difficulty.  In helping organizations
 implement KCS and RKM we have found that this is really where the service desk obtains true economies of scale as you are effectively able to reuse your knowledge in resolving incidents.

Alan Blake
Knowlysis

--- On Tue, 6/15/10, Boyd, Rebecca E. <[email protected]> wrote:

From: Boyd, Rebecca E. <[email protected]>
Subject: Re: KB tool
To: [email protected]
Date: Tuesday, June 15, 2010, 8:13 AM

**



 
 





 





We are looking at deploying KM it for internal purposes (at
least initially) and fall under the category of a small to medium shop.
 


  
 


Exactly how hard is it to get it up and running?
 


  
 


Assuming we get past the installation, how much configuration
is there before it is actually usable?
 


  
 


Remedy 7.5
 


Windows Server 2008
 


Oracle 11G
 


Apache Tomcat 5.5
 


  
 


  
 


Rebecca
Boyd
 


Application
Administrator
 


Information
Systems
 


336.758.5671
 


wfu
 


  
 


  
 


  
 





From: Action Request
System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Lyle
Taylor

Sent: Thursday, April 15, 2010 1:59 PM

To: [email protected]

Subject: Re: KB tool
 





  
 


** 
 


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]>

  Su_attend WWRUG10 www.wwrug.com  ARSlist: "Where the Answers Are"_





















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