Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: FFrame
New Today: 6
New Yesterday: 50
Overall: 146269

People Online:
Visitors: 58
Members: 1
Total: 59 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Where do you store your knowledgebase???
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Where do you store your knowledgebase???

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
sTaD
Newbie
Newbie


Joined: Dec 05, 2007
Posts: 11

PostPosted: Wed Nov 04, 2009 2:36 am    Post subject: Where do you store your knowledgebase??? Reply with quote

I've worked at many corporate companys and came across different ways, from sharepoint to a standard lotus notes database (this being the better one as it's searchable).

Anyone recommend what they think is the best tool, more so for searching?
Back to top
View user's profile
swal87
Itiler


Joined: Sep 03, 2008
Posts: 21

PostPosted: Wed Nov 04, 2009 2:47 am    Post subject: Re: Where do you store your knowledgebase??? Reply with quote

sTaD wrote:
I've worked at many corporate companys and came across different ways, from sharepoint to a standard lotus notes database (this being the better one as it's searchable).

Anyone recommend what they think is the best tool, more so for searching?



I have used previous systems that store KBA's in a file server anywhere on the network, however the service tool allows searching of the files for self service or for agent incident workarounds.
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Nov 04, 2009 2:53 am    Post subject: Reply with quote

I'm sure there is no such thing as the "best tool". As different tools are best for different requirements and circumstances.

Also most people will have only superficial knowledge of most tools and will therefore be unable to assert whether they are better or worse than the few tools they have detailed experience with. The most they would be able to honestly say is that a particular tool worked well or badly for them in a particular environment.

I do not believe it is worth having a comparative discussion of tools unless you start out by baselining the criteria and define a framework within which they are used.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
swal87
Itiler


Joined: Sep 03, 2008
Posts: 21

PostPosted: Wed Nov 04, 2009 2:53 am    Post subject: To follow from previous post. Reply with quote

Following on from the above.

I find that it is not a problem of where to store the KBA's (these can be on any networked drive) only the method and ease of finding related information in a seamless fashion without having to use 2 separate systems.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Wed Nov 04, 2009 4:01 am    Post subject: Reply with quote

In addition, this is an ITIL Forum.. .not a tool forum
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.