Knowledge management is an essential part of the Information Technology Infrastructure Library (ITIL) framework. Whether an organization is compliant with ITIL or not, when it comes to IT service support, the necessity of having a knowledge base (KB) is always integral. With turnover happening in the IT workforce, and teams getting more distributed and geographically dispersed, it becomes difficult to access technical know-how when there is an immediate need for it.
Say a complex server issue needs troubleshooting, and the SysAdmin who handles this issue has just quit the job, has gone on vacation, or is just in a different time zone and not reachable. This is where a knowledge base helps. By documenting and storing knowledge in the form of tips and tricks, KB articles, FAQs, etc., you can make sure you have access to guidance for handling recurring issues and complex issues all the time.
A searchable and extensible knowledge base integrated with the IT help desk simplifies the process of adding and managing KB articles. By designating a KB manager (any one IT tech can assume this role) for controlling and managing KB addition, you can benefit from a centralized repository of valuable IT know-how that is available at your fingertips.
Web Help Desk is a Web-based ticketing system that offers powerful, built-in knowledge base (KB) to provide end-users with options to resolve common and known IT issues on their own. Help desk teams benefit from significantly fewer trouble tickets when end-users have self-resolution options at their disposal.
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