A workgroup comprised of eight IT teams has been collaborating to lay the foundation for a Knowledge Base within ChangeGear. The Knowledge Base is an extensive library of commonly asked questions about IT systems, applications and processes.
End users can access this Knowledge Base in the self-service portal to get the answers they need, on their own, with explanations and information that’s easy to understand. The IT Service Desk can use it to answer questions, so they don’t have to triage them to on-call teams.
To date, the workgroup has created 65 Knowledge Base articles, not yet published. Next steps include developing a review process for newly created articles. When this is complete, all teams will receive training to use this tool.
