Unlock your knowledge to improve service management outcomes

For IT and support teams, a well-maintained knowledge base is the foundation of efficient service management. An extensive knowledge repository enables employees to quickly find answers to issues, thereby reducing downtime and improving productivity. When current, accurate knowledge is stored, categorized, and easily accessible, IT and support teams can avoid reinventing the wheel, ensuring that best practices and proven solutions are reused instead of being rediscovered repeatedly and inefficiently.

However, maintaining a high-quality knowledge base is a challenge for many organizations. As information constantly evolves, support teams struggle to keep articles up to date, eliminate redundant or conflicting content, and ensure knowledge remains relevant and validated. When knowledge bases are poorly managed, employees are more likely to abandon self-service options and escalate issues to service teams, increasing workloads and driving up support costs.

Generative and agentic AI are set to transform these processes by automating knowledge creation, curation, and maintenance. By leveraging advanced AI technologies, organizations can enhance self-service adoption, improve support team efficiency, and reduce operational costs.

Generative and agentic AI transform knowledge management

Building and maintaining a high-quality knowledge base has long been a challenge for IT and support teams. Without consistent updates, articles quickly become outdated or redundant, leading to inefficiencies and frustration for employees searching for answers. Traditional knowledge management requires significant manual effort — from documenting best practices to curating and validating content — which puts a strain on time and resources. This is where generative and agentic AI can transform processes, automating routine tasks and ensuring knowledge remains accurate, accessible, and actionable.

There are several ways AI-powered solutions like BMC HelixGPT Knowledge Curator are transforming knowledge management:

1. Automating knowledge creation
   Generative AI can draft new knowledge articles by analyzing resolved incidents, support interactions, and historical data. AI can suggest structured, easy-to-understand articles that support teams can review and publish, significantly reducing the time required to document best practices and solutions.
2. Enhancing knowledge curation
   Agentic AI can continuously monitor knowledge usage, identifying which articles are most helpful and which need updates. The technology can also recommend archiving or consolidating outdated or underutilized articles, ensuring that only the most relevant and effective content remains accessible.
3. Deduplicating and consolidating content
   AI can scan the knowledge base to detect duplicate or conflicting articles and merge them into a single, authoritative source, making reliable answers easier to find.
4. Automating knowledge validation
   AI-driven validation processes can cross-check articles against the latest policies and best practices. Automated validation reduces the risk of incorrect information persisting in the knowledge base, ensuring employees always have access to accurate guidance.
5. Delivering actionable, summarized answers
   Instead of requiring employees to browse lengthy documents, AI can provide concise, actionable summaries based on validated knowledge articles, enabling faster decision-making and minimizing the time employees spend searching for information.

The benefits to support teams, employees, and the organization

The adoption of generative and agentic AI in knowledge management benefits support teams, employees, and the organization. For IT and other support teams, AI automates knowledge creation and maintenance, reducing manual workloads, improving response times, and minimizing escalations. Employees gain faster self-service resolutions through AI-driven interfaces, accessing up-to-date knowledge without sifting through outdated information. Organizations see lower operational costs as AI reduces manual efforts, increases self-service adoption, and decreases ticket volume. With AI enabling employees to quickly find and act on information, businesses improve agility, ensuring IT and support teams can focus more on strategic initiatives rather than repetitive, routine support tasks.

The future of knowledge and service management is AI-driven

As AI capabilities continue to evolve, the role of generative and agentic AI in service management will expand. The integration of AI into knowledge management is not just an enhancement, it is also a transformation enabler.

Generative and agentic AI provide the automation and intelligence needed to overcome traditional knowledge management challenges, delivering precise, actionable answers that empower employees and optimize support operations. By adopting AI-driven knowledge management, organizations can achieve higher productivity, lower costs, and better experiences that benefit everyone.

For IT executives seeking to future-proof their organizations, BMC HelixGPT offers a glimpse into the potential of agentic AI. The question is no longer whether enterprises should adopt AI-driven service management, but how quickly can organizations embrace this transformative technology?

To see how BMC Helix can help you transform enterprise IT work with agentic AI, visit here for more information or contact BMC.