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Documenting service desk requests is a foundational element of the IT service process. As that documentation builds over time, IT organizations need to manage that information so that analysts – or end users – can easily find the solution to the problem at hand. Knowledgebases address those information management needs by creating a centralized, standardized resource that is regularly updated with lessons learned from new cases. This research note provides guidance on leveraging knowledgebases to maximize help desk productivity.
Key areas of coverage include:
- Knowledgebase components and features.
- Knowledge tool product options.
- Comparison of on-premise and Software-as-a-Service (SaaS) knowledgebases.
- Optimization best practices regarding help desk knowledge management.
Use this information to determine what type of knowledge tool is best suited to your IT organization's needs.
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