What is the importance of having a knowledge base in IT18 de February de 2014 in Blog, How to, ITIL, Productivity, Satisfaction
First, to build your knowledge base you need to keep in mind your goal, because the term is too wide and everything eventually may become a knowledge base. For example, if the average time for solving problems in your Help Desk is high, you need a base to streamline this process. That needs to be started for each incident. In this case, a set of records of incidents can be the foundation of knowledge you need , with known errors and technical workarounds that can be found easily. On the other hand, a database where are stored all manuals and operating procedures of a particular technical support is also a knowledge base.
But the question is: how to make this efficient knowledge base ? How to relate all this information to quickly find the answers I seek? To have a base of knowledge organized and effective, you need planning and control. One way to optimize your base is the indexing of the content that needs to be registered on the basis of criteria to facilitate your search, such as the due date for questions and model registration ( title , problem , cause and solution ). Hold people responsible for base and to measure their use to achieve constantly make improvements.
Owning a knowledge base will help you establish a pattern of response to the calls , increase the solution at the first level, the possibility of direct technical support Level 2 for more complex jobs that generate more value for the business , plus shorten troubleshooting and enable service 24 × 7.