Elium for IT Support

Your IT knowledge is critical infrastructure.
Start managing it that way.

We keep your runbooks, fixes and procedures versioned, reviewed and current, like code. The right answer reaches every technician and every AI copilot, inside the tools they already use.

See it in actionBook a demo

European · ISO 27001 · SecNumCloud option · independently owned for over a decade

  • Faster resolutionthe right answer reaches the technician, not the other way around
  • Faster onboardingnew hires operational in days, not weeks
  • Fewer interruptionsexpertise stays in the platform, not in people’s heads
Discover our customers
L’Oréal
SNCF
VINCI Energies
BNP
Bouygues
Savencia
DAS

Capture

Every incident, runbook and fix in one owned source.

Pull runbooks, configs, post-mortems and the fixes only senior engineers remember out of wikis, file servers and ticket threads into one governed base, linked to the right service and owner. Every resolved incident can enrich it.

Keep accurate

Versioned, reviewed and current: knowledge managed like code.

Every procedure has an owner, a review date and an expiry. Reviews and approvals run before anything goes live, and the platform flags what’s outdated before it becomes an SLA risk. History and rollback mean you can always see what changed.

Serve

The right answer in every ticket, tool and AI copilot.

Technicians get a sourced answer inside their ticketing tool, Teams or the browser. No system-switching, no interrupting a colleague. The same governed base grounds your IT AI copilot and any system consuming it via API. Repeat questions deflect themselves.

  • Answersinside Zendesk, Jira, ServiceNow and the browser
  • Teams and Slackfor in-flow answers
  • One governed basebehind your IT AI copilot and APIs

Proven at scale

How IT support teams benefit from using Elium.

SPIE ICS supports 140 technicians handling 540,000 requests a year.

“When knowledge is only stored on a file server, you’re not working in a shared context. It’s content management, not knowledge sharing.”

SPIE

Pascal Coquerel

Head of Outsourcing Development, SPIE ICS

–73%

information search time

–25%

critical incident handling

÷2

staff turnover

Read the story

Elium powers over 1,200+ teams, from startups to public companies.

See Customer Stories

Part of your knowledge infrastructure

One platform. Apps for every team. For every AI.

AI Assistants, Knowledge Base, Self-Care Portal, Decision Trees: each app serves a different need, but all share the same governed knowledge. What one team writes, every app can deliver. No duplication, no drift.

Team apps
  • Internal Knowledge Base
  • Workflows
  • AI Assistants
  • Self-Care Portal
  • Enterprise AI Search
  • Decision Tree
AI layer
Elium AIAI EditorDuplicate DetectionAI ImportSmart AnswersSummarisation
Platform
Elium Knowledge PlatformKnowledge governanceSecurity & independenceAccess & auditIntegrationsAnalytics
Connects to
Elium StorageContent sourcesCollaborative appsTicketing appsAI servicesREST API & MCP

Independently owned for more than a decade. Hosted in sovereign European data centres. ISO 27001 · GDPR · SecNumCloud option.

FAQ

Questions we hearfrom IT leaders

Ticketing tool knowledge modules are bolt-on features, not knowledge infrastructure. They don’t manage the lifecycle: no expiration dates, no validation workflows, no ownership model. Content goes stale and your team stops trusting it. Elium manages the lifecycle and feeds validated answers into your ticketing tool.
SharePoint stores files. Teams stores conversations. Copilot surfaces both, but none of them tell you what’s outdated, what’s missing, or what’s been superseded. Elium manages the full knowledge lifecycle so your team and your AI draw from validated, current content.
Great. The retrieval layer is the part your engineers are good at. The part nobody planned for is keeping the knowledge underneath accurate and current at scale. That’s what Elium does, so your IT team can focus on the AI, not on chasing content owners for updates.
Elium integrates with Zendesk, Jira, Salesforce, EasyVista, GLPI, ServiceNow, etc. via browser extension and API. AI answers appear directly inside the ticket: no system-switching. Two of our clients run this integration in production.
Elium supports bulk import from SharePoint, Confluence, OneNote, Word, and file servers. One large infrastructure services group migrated their entire IT knowledge base. The transition is a structured process, not a leap of faith. We bring the methodology and hands-on support to make it smooth.
That’s why the answers come to them, inside the support ticket, through Teams, via the browser extension. Your team doesn’t need to “go to the knowledge base.” The knowledge base comes to them.
That’s usually because the tool was deployed without the methodology. We bring both, plus hands-on support to make it stick. One IT services group halved staff turnover after deployment. A public sector organisation hit 100% procedure currency. These aren’t pilots. They’re production systems that improved over time.

Your team shouldn’t have to search. They should ask and get the right answer.

See it on your own knowledge.

SPIE ICS did it with 140 technicians and 540,000 requests a year.

Request a strategic assessmentRead the SPIE ICS story