Knowledge Management

Knowledge Management in ITSM is the systematic capture, preparation and use of knowledge in order to improve support processes. IT support in particular requires a great deal of know-how – solutions to known problems, troubleshooting tips, process instructions and so on. Knowledge management ensures that this knowledge does not remain only in the heads of individual support staff, but is documented and made accessible to everyone.

Typically, a Knowledge Base is used for this purpose, in which solution articles, frequently asked questions (FAQs), how-to guides and technical documentation are stored centrally and categorized. Internally, this helps support agents find answers faster, and new employees can get up to speed more easily. Externally – for example as part of a self-service portal – customers or end users can search for solutions themselves before creating a ticket. Effective knowledge management also means that knowledge is continuously updated: when new problems arise or solutions change, the knowledge base must be adapted.

This prevents outdated information from leading to wrong solutions. Ultimately, knowledge management increases both the efficiency of the support team (because duplicate work is reduced) and the satisfaction of users, who find help faster. Within ITSM, it is supported by dedicated Knowledge Management solutions. From the user's perspective, User Experience and Self-Service are particularly important.

See also: Self-Service Portal.