Attivio has announced IT Knowledge Expert, a single, aggregated and fully connected view into all relevant support information. Attivio says its new offering presents all unstructured content and structured data in one dashboard to resolve IT incidents faster; reduce cost per ticket, number of tickets and service level agreement (SLA) penalties; and ease the high employee turnover problematic for the IT support industry.
Attivio explains IT Knowledge Expert breaks down traditional information silos and easily integrates with existing enterprise systems, enabling secure access, navigation and discovery of all information relevant to a service management issue, including:
- service databases (known errors, incident/problem/change data, configuration management data, etc.);
- system metrics data;
- application log files (XML, TXT, etc.) including conditions before, during and after an incident/problem;
- application manuals, programming documentation, wikis, e-mail and file documents of all types (PDF, MS Word, MS Excel, Visio, etc.) anywhere within or external to the organization, including SharePoint repositories, content management systems, websites and RSS feeds; and
- personnel databases identifying organizational profiles, subject matter experts and key system stakeholders.