Knowledge Base

[schummy]

Dear all,

Kindly need help from all of you guys. What answer i have to give if there is a question from 2nd support :
Why I have to give my knowledge base to service desk though have knowledge base , the service desk not yet of course can finish if there are any problem ? because in the end I also to do the problem .

Why service desk need the knowledge base ? Can I keep the knowledge base just for my team only ? because in the end I also to do the problem .

regards,
sammy
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- What ever will be, will be -

[m_croon]

Michael,

First of all: it is wise to inform your service desk about any pending problems, since they know they should not waiste their own nor the users time on the phone. They can simply say that this is something under investigation, log another incident and send it to your team.

Secondly, in a further stage, you might have found a temporary work around: a way of getting the user back on track without solving the actual problem (root cause). The same applies here: it is wise to inform your service desk so they know what to do in order to execute this work around.

Cheers,

Michiel

[ranjithraghunathan]

The Known Error database (KEDB) is owned by the Problem Management team which means the updation/review/editing is performed by the same.
The problem management team in turn will liaise with respective 2nd level support team by assigning tasks to get information during the Root Cause Analysis.

Ultimately if there is a known error resolution or a workaround, that needs to be updated on the KEDB. At the end of the day, the PM team, the Service Desk, the IM team and all the concerned support teams are part of the IT and ITIL is about managing IT the best way.

So all databases of resolution should be shared as required with appropriate access rights like read, read/write, etc access rights.

Ranjith Raghunathan
ITIL Foundation Certified