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ITIL :: View topic - Best Practice For Managing Knowl. Base for Help/Service Desk
Coco Newbie Joined: Aug 22, 2011 Posts: 1
Posted: Wed Aug 24, 2011 3:24 am Post subject: Best Practice For Managing Knowl. Base for Help/Service Desk
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?
I am assisting a librarian in sourcing some material so if my terms or understanding is inexact pls excuse!
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