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: MHiller
New Today: 45
New Yesterday: 76
Overall: 142340

People Online:
Visitors: 79
Members: 6
Total: 85 .

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 - Knowledge Base
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Knowledge Base

 
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message
schummy
Newbie
Newbie


Joined: Dec 28, 2006
Posts: 1

PostPosted: Thu Jan 11, 2007 6:32 pm    Post subject: Knowledge Base Reply with quote

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
_________________
- What ever will be, will be -
Back to top
View user's profile
m_croon
Senior Itiler


Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Thu Jan 11, 2007 6:39 pm    Post subject: Reply with quote

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
Back to top
View user's profile Visit poster's website
ranjithraghunathan
Itiler


Joined: May 09, 2007
Posts: 22
Location: Bangalore

PostPosted: Wed May 09, 2007 8:43 pm    Post subject: Reply with quote

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
Back to top
View user's profile MSN Messenger
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management 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.