ITILInformation Technology Infrastructure Library. A set of practices for HEAT that focuses on aligning IT services with the needs of business. defines Knowledge ManagementThe central process responsible for providing knowledge to all other HEAT processes. as the one central process responsible for providing knowledge to all other HEAT processes. In HEAT, knowledge works with Incident Management and Problem Management and is a powerful feature in the Self Service application.
The Knowledge Management process aims to make sure that all information used within HEAT is readily available. In HEAT, object matchingA type of search that allows you to search other business objects while inside the current form. with knowledge while working on an incident or problem makes relevant knowledge articles readily available to the Service Desk Analyst or Problem Manager. Using object matching, relevant knowledge articles can be used to resolve incidents or problems.
Knowledge Management is also integrated with the Self Service application. Users can search for published articles and use them to resolve an incident. Users can also provide feedback and ratings on an article.
By default, all knowledge articles are set up to go through the approval workflow and only approved articles are updated to reviewed status. It is at the discretion of the Knowledge Manager to update the status to published. A
The Knowledge Overview and Knowledge Activity Levels dashboards are provided to help the Knowledge Manager oversee and manage the key indicators of all knowledge articles, including ratings and feedback from Self Service.
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Only a Knowledge Manager can edit articles that you create or own (articles in which your user name is in the Owner field). |
Viewing Articles From the Knowledge Workspace
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Only a Knowledge Manager can view articles that you create or own (articles in which your user name is in the Owner field). In addition, the application of the data-segregation security organizational unit constraint to a role can affect the list of records that appear by default. If you do not see the default list of records in the search results grid, you might need to select a different search from the Saved Searches menu. |
| 1. | Within the Service Desk Console, open the Knowledge workspace. A list of knowledge articles, arranged from the highest knowledge ID appears. |
| 2. | Click an article to view details. |
Viewing Knowledge Articles From an Incident or Problem
| 1. | From the Service Desk Console, open an incident or problem record, and select the Knowledge tab. A list of linked knowledge articles appear. A list of non-linked knowledge articles appear under the Using Related Items pane. |
| 2. | Double-click an article from either list to view details. |
Sample Knowledge Articles Within an Incident Record
