Logging help desk calls and requests is integral to the IT service process. As records build over time, IT needs a way to enable analysts and end-users to easily find the solutions to their issues. Knowledgebases address this need by creating a centralized, standardized resource that is regularly updated with information from new cases. This research note covers the following key areas:
- Knowledgebase components and features.
- Knowledge tool product options.
- Comparison of on-premise and software-as-a-service knowledgebases.
- Optimization best practices regarding help desk knowledge management.
Use this guide to find the knowledge tools that best complement your service desk operation.
