A help desk knowledgebase is a centralized, standardized resource for IT support-related information. A knowledgebase can serve two major functions for the service desk:

1. Internal knowledge sharing. The knowledgebase is a resource that service desk managers and staff can view and update regularly, combining proven strategies with new techniques.

2. End-user self-service. This type of knowledgebase gives end users a chance to resolve simple issues without engaging the help desk. Info-Tech’s 2007 help desk survey found that 73% of organizations derive significant benefit from incorporating knowledgebases into their service desk processes.

Core Knowledgebase Features

Help desk knowledgebases range in complexity from simple FAQs to fully integrated software suites. The following capabilities are integral to the function of knowledge tools:

• Article authoring. Enables help desk staff to create new troubleshooting articles and edit existing content. Some specialized providers such as RightAnswers offer pre-populated libraries of IT service reference material, to which analysts can make modifications and add new articles.