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ITIL :: View topic - Knowledge Base Article Structure
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Knowledge Base Article Structure

 
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617jeff
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Joined: Mar 25, 2007
Posts: 5

PostPosted: Mon May 14, 2007 8:21 pm    Post subject: Knowledge Base Article Structure Reply with quote

Hi all,

Does anyone have advice on the proper structure of a Knowledge Base article that would be input to an ITIL 'compliant' software tool?

Neither the ITIL Support or Delivery books seem to reference the subject.

Regards

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

PostPosted: Mon May 14, 2007 9:48 pm    Post subject: Reply with quote

There is no such thing as an ITIL Compliant tool.

This is because there is no standard to test the software against and

mainly because ITIL is a people process compliant thingee not a tool compliant thingee
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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617jeff
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Joined: Mar 25, 2007
Posts: 5

PostPosted: Mon May 14, 2007 11:13 pm    Post subject: Reply with quote

Interesting, because at the recent Servicedesk Show many software vendors cite their products as being 'compliant' and 'pink verified/certified' (associated with Pink Roccade, I believe) to ITIL standards.

I realise that most aspects of ITIL are of course best practice and solutions often really come down to common sense on the part of the user, so was looking for anyone with experience of maintaining a knowledge base.

Regards

Jeff
ITSME (Green Badge)
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dboylan
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Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Tue May 15, 2007 12:10 am    Post subject: Reply with quote

I am a former Pink Elephant employee and can state that Pink Verify is very careful about not claiming any type of ITIL Compliance with the certification.

According to the Pink Elephant website: "Toolsets earning this certification are compatible with all XX of the following Service Support processes"

Also, Pink Elephant became a separate organization from Pink Roccade in the 90's.
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617jeff
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Joined: Mar 25, 2007
Posts: 5

PostPosted: Tue May 15, 2007 12:15 am    Post subject: Reply with quote

Hi,

I take your point and particularly notice the word 'compatible'.

Can we leave this thread here so I might concentrate on my KB?
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Jeff
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