Yale plans to complete an integration between the KNOVA solution and an IT Infrastructure Library (ITIL)-- compliant service management tool set this fiscal year.

“The KNOVA knowledge management solution supports ITIL best-practices, particularly in the areas of incident and problem management,” said Tim Hines, vice president of product management for Consona CRM. “While ITIL provides an excellent framework, it does not provide the tools needed to meet of all of its goals. Yale’s best-of-breed knowledge management solution will help build and accelerate their ITIL initiatives, laying the foundation for consistent and highly effective IT service management.”

As the initial implementation progresses, other non-IT, administrative departments are consulting with the university’s IT department regarding the use of KNOVA tools in a variety of knowledge management applications.

“We’re thrilled to have Yale join the Consona CRM family of customers, and we’re looking forward to supporting the university’s needs now and in the future,” said Pete Strom, general manager of Consona CRM. “I’m confident KNOVA’s best-in-class technology will help Yale’s IT staff achieve faster, more cost-effective service resolution, which will ultimately result in happier help desk users across the campus.”

About KNOVA
KNOVA, a Consona CRM solution, is a leading intelligent customer experience solution that maximizes the value of every interaction throughout the customer lifecycle. Built on an adaptive search and knowledge management platform, KNOVA’s suite of applications help companies increase revenues, reduce service costs and improve customer satisfaction. Industry leaders including AOL, Ford, HP, Novell, McAfee and H&R Block rely on KNOVA’s award-winning service resolution management, interactive brand optimization and guided selling applications to power an intelligent customer experience on their Web sites, and within their contact centers.