Does iWise include an integrated knowledge base or multiple knowledge bases?
Yes. The iWise CMDB provides a central knowledge base of iWise solutions for incidents, problems, changes, requests, clients, human resources, releases, and financial information. iWise provides Solution records, which are used by the Service Desk to resolve issues, as part of its core knowledge base. iWise customers can start using the supplied knowledge base to seed the database during the installation process, then either modify the existing objects, or create new knowledge base objects (solutions) that mirror their specific requirements. The sample templates used for e-mail notification and Service Level Agreements (SLAs) associated with products and services are contained in the iWise Knowledge Base. Interface tools such as XML, ODBC, and scripting languages provide third-party product integration with iWise Service Management process functions. This allows you to apply all iWise Policy Management business rules throughout the environment.
