Introducing Knowledge Management
Like the KCS (Knowledge-Centered Service) methodology, we have worked hard to make knowledge management as simple as possible. For the specialists it should be so easy and quick to add knowledge that they will do this because it will already save them time the next time they are asked for the same information.
The easiest way for a specialist to add a knowledge article is to use a solution that he/she just added to a request. The option ‘Create Knowledge Article’ is available for this from every existing note.
Selecting this option opens a new knowledge article with most of the information already filled out. In the Description field, it is best to add some information about the environment (e.g. the combination of a specific operating system with a specific browser) for which the instructions have been written. The Description field is essentially used to add terms that will help people find the right knowledge articles.
End-users do not need to decide to look for knowledge articles (or frequently asked questions). The knowledge articles are included in their search results whenever they might be relevant.
The service desk analysts will start to notice knowledge articles when they are registering requests in the Service Desk console. They will show up among the suggested request templates and services as soon as they start to enter a subject.
Service desk analysts and specialists can also add the instructions of a knowledge article to an existing request. To do that, they place the cursor in the Note field and click on the ‘Apply Knowledge Option’ from the text formatting bar.
To activate the new Knowledge Management functionality for your organization, simply assign the Knowledge Manager role to someone. As soon as this is done, all specialists are able to register and update knowledge articles.
It may be best to inform everyone beforehand, though. That way they will know that it is OK to add new knowledge articles and to improve on the knowledge of others.