Knowledge Management is the Process responsible for gathering, analyzing, storing and sharing knowledge and information. Its main role is to improve service management efficiency by reducing the need to rediscover knowledge.
To this end, the system includes the Knowledge Base as an integral part of the Configuration Management System, using the Classifications, Categories and Types of the CMDB as the filing system for all Knowledge Base Articles. Therefore, when new requests are logged with the Service Desk, the system automatically searches through its information store for any Articles related to the current issue.
The privilege to create, edit, delete and publish Articles is defined for Users within the User Information screen
For information regarding the Knowledge Base details page, see: Knowledge Base Details.
For information regarding the Search and Filters of the Knowledge Base, see: Knowledge Base Search and Filter.
For information regarding the implementation of the Knowledge Base content approval process, see: KBA Approval Process.