Knowledge Base for IT internal usage

An open discussion on issues related directly or primarily to the service or help desk.
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whitestyle
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Joined: Wed Jul 04, 2012 8:00 pm
Location: St.Petersburg, Russia

Mon Apr 01, 2013 4:31 am

Hi everyone

I'm working in Service Desk department in an international company with more than 20k users and dozens of global and local IT departments. About 2,5 years ago Knowledge base was opened for IT and about 1 year ago for customers.

Sometimes global/local IT teams try to follow KB articles intended for SD internal usage, e.g. which contain links to internal SD resources (SharePoint, Shared drive, etc.) and which describe internal SD processes. As a result, SD should either provide the required information by email/using shared drive or explain that the article is used by GSD team only. From other team practices I know that some IT teams mark their articles as "TEAMNAME article" in title. Interesing to know your thoughs about how to manage articles which contain internal links available for a particular IT team? And how to manage articles which describe processes/procedures which should be performed by a specific team?

Thank you in advance for sharing your thoughts and ideas


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whitestyle
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Posts: 8
Joined: Wed Jul 04, 2012 8:00 pm
Location: St.Petersburg, Russia

Wed Apr 10, 2013 10:00 am

Here my thoughts:

Q: How to manage articles which contain internal links available for a particular IT team? - A: instructions for KB articles authors should highlight this aspect very clearly - at this time, since we have Knowledge content visible to all IT and no differentiation by team's authorization/responsibility, the links should only be provided to the documents with public acces.

Q: How to manage articles which describe processes/procedures which should be performed by a specific team?= - this question can be addressed in various ways:
1. (the most straight forward, but not very elegant) the article should contain some sort of disclaimer and clear indication of the team's responsibility / segregation of duty / authorization restrictions.
2nd option: to introduce a separate article format for solutions that call for restricted/split responsibility. This approach may become especially useful when Power users (from business) will become the KB Authors. E.g. some of the actions in Global Application support should only be carried out by business users, and not by IT.
3rd option: expand Available To End User approach to various groups, however this solution seems to be heavy, overengineered, and, in fact, preventing knowledge dissemination.
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