Knowledge Management

Knowledge Management

Knowledge Management

SMART Knowledge Management Software allows you to develop a single database, to record and Share Information with Your Team. SMART Service Desk - Integrated Modules lays foundation for Data-to-Information-to-Knowledge-to-Wisdom (DIKW) - to understand the relationships between incident, service requests, problem, change, release and Configuration Management Database.

SMART Knowledge management software facilitates the improvement of quality decision making of management and support associates, by ensuring that accurate and reliable knowledge information is provided during the entire service lifecycle. Knowledge Management ensures that IT & Business service providers have adequate information to perform their jobs in an efficient manner.

SMART Knowledge Solution Managers, allows you develop enterprise-grade knowledge base, which helps you to share information from your Intranet or website, thus reducing customer support, enhancing staff productivity and eliminating time wasted searching for information across different systems such as shared online folders and paper documents.

SMART Knowledge management solution is useful for SME businesses, education providers, non-profits associations and enterprise organization


  • Reduce on-job training costs.
  • Improve Knowledge transfer mechanism amongst staff.
  • Reduce Duplicate Resolution efforts for same incidents, problems and change requests.
  • Keeping Knowledge Base Updated with consistent and accurate information.


  • Provide clients with 24/7 access to knowledgebase
  • Provide knowledgebase with external documents (multiple format can be accepted)
  • Different knowledge-base views for SD staff and end users
  • Automatic cross reference to similar problems, with notice at data entry
  • Copy existing solutions from the knowledge base to the opened incident resolutions
  • File attachments and links can be added, such as screenshots, internally stored documents, and internet-based information
  • Items in knowledge base can be marked as FAQ’s / Checklists
  • Search based on keyword, Boolean string or string of characters, with wild cards
  • Easy to cross reference solutions for re-use
  • Ability to inactivate records of any sort, but can still search and retrieve them
  • Technicians can publish solutions to a knowledge base
  • Supports recording of information about legislations such as for SOX, ISO 20000, ISO 27001 and others
  • Supports creation and maintenance of links between related Knowledge Records
  • Tracks how often a Knowledge Record is accessed or used

About Us

SMART Service Desk is an Enterprise level ITSM Solution developed using industry leading best practices and standards such as ITIL Framework, ISO 20000, ISO 27001, ISO 9001, AS 9001 and NIST. SMART Service Desk has marquee customers in number of sectors such as, Government, Banking, Insurance, Oil and Gas, Electronic Retailers, Manufacturing and Educational Institutions And is currently being used by more than Half a Million Users worldwide and was primarily offered in UK, Middle East, South Africa and Australian markets with global development and support center in India.

SMART Service Desk is bringing the product line to Americas market and is now headquartered with new Development and Operations Center in Dallas, Texas along with offices in Canada, Brazil, United Kingdom, South Africa, India and Partner Offices in Philippines, Indonesia, Saudi Arabia, Bahrain, Oman, Qatar and UAE.

We offer SaaS and On-Premise solutions that let you seamlessly Manage Services, Customers and Quality Improvement Programs. Available through any web browser or native mobile apps, our solutions are designed to help you shorten deployment time, reduce risks and lower costs, including support and maintenance expenses.