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ITIL :: View topic - Best Practice For Managing Knowl. Base for Help/Service Desk
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Best Practice For Managing Knowl. Base for Help/Service Desk

 
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Coco
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Joined: Aug 22, 2011
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PostPosted: Wed Aug 24, 2011 3:24 am    Post subject: Best Practice For Managing Knowl. Base for Help/Service Desk Reply with quote

Can anyone provide me with information on best practices for management of a knowledge base for a help desk (or service desk in ITIL terms).

Is there any such thing as an ITIL-compliant keyword directory for populating a knowledge base for an IT service desk?

Thank you!
Very Happy
I am assisting a librarian in sourcing some material so if my terms or understanding is inexact pls excuse!
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