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:
- 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.
- 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.
