BrochureITIL - Knowledge Management
Creating an effective knowledgebase can help reduce time to resolution and costs associated with support of your organization. Document best practices, procedures and solutions to issues in a central repository.
- Build - Closed incidents can be submitted to the knowledgebase for inclusion or articles can be manually created directly in the knowledgebase.
- Approval - Articles that have been submitted from closed incidents must be approved before being accepted into the knowledgebase.
- Role Based - Roles define who can approve new articles in the knowledgebase. Knowledgebase access and article level rights can be set to specify which roles can access what in the knowledgebase.
- Categorize - Each article can be associated with a category and asset type or item for easier access and filtering.
- Accessibility - Technician gain quick access to knowledgebase articles directly from the incident window in the Dynamic Knowledgebase pane. Articles are filtered based on incident category and asset type or item selection. End users can access the knowledgebase from the self service portal. This allows for fewer calls to the service desk.