Gartner Research

ServiceWare Widens the Knowledge Net

Published: 26 June 2001

ID: G00189030

Analyst(s): Kevin Lucas

Summary

ServiceWare's ability to solve knotty helpdesk problems rests in part upon its case-based reasoning engine, and crucially upon the knowledge that it encapsulates. Under version 4.0 of its eService Suite, the engine is to be rebranded as MindSync, since customers no longer fall for scientific names like Cognitive Processor. But the real value in the release lies in new ways to capture knowledge.

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