Serena Service Manager

PEOPLE + PROCESS | Perfectly in sync.

Knowledge Management

Integrated knowledge base reduces service desk call volumes

Serena Request Center includes access to a Knowledge Base that is available to IT staff for problem-solving and to users for on-demand searches during incident and request submissions. The Knowledge Base is automatically searched during incident submission to avoid duplicate entries.

To improve usability and simplify the search, Serena Service Manager immediately offers relevant suggestions as soon as the user begins typing.

Each Incident and Problem resolution can be posted as a draft Knowledge Base article. IT Change Requests can be posted as announcements to the Serena Request Center once their implementation dates are scheduled.

All Knowledge Base articles are published after being routed through approval workflows. The articles are organized by categories and information types.


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