Beetil.com, a new entrant to the IT Service Management software market announced this week the addition of Knowledge Management to the set of ITIL aligned processes currently provided by their service desk.
Knowledge articles are a way of providing users and their customers with with a clear and consistent understanding of the services a company provides, and how they operate.
The new knowledge articles in Beetil link easily with the existing incidents, problems, changes, releases and assets/configuration items. Customers can now also search or browse for their own answers in the self service customer portal - reducing the need to make a call or request to the service desk.
"Our customers have requested that we provide support for their knowledge management processes and we're pleased to be able to deliver that after a relatively short period of time" said Greg Maddigan, one of Beetil's directors.
Many small to medium sized organizations are either stuck with overly complex and expensive and hard to use tools that don't provide enough business value or they're using some sort of ticketing tool that's not able to support them effectively as they mature their processes from just incident management to cover processes including problem, change and release management.
Beetil was created due to the lack of of a middle ground between the light ticketing system and the enterprise ITSM solutions that existed in the market. Beetil's agile approach is designed to increase the efficiency of IT processes by taking a more pragmatic and keep-it simple approach. By focusing on the aspects of service management that add real value combined with a well-designed user interface companies can ensure both internal and customer adoption.
"Knowledge management is the first of several new features we've got coming in the Beetil roadmap over the next few months" said Greg.
Knowledge management is included in the subscription license at no additional cost. Beetil offers a simple range of pricing options with per licensed user per month being the most common option. A free 30 day trial is available at www.Beetil.com.
James Stewart - Media Relations
+64 27 818 1328
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Beetil is a SaaS IT Service Management tool aligned to the ITIL framework for SMBs who are putting better processes in place and need a good tool but can't justify the cost and complexity of the medium to large enterprise tools that dominate the market.