Best Practice For Managing Knowl. Base for Help/Service Desk

An open discussion on issues related directly or primarily to the service or help desk.
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Joined: Sun Aug 21, 2011 8:00 pm

Tue Aug 23, 2011 1:24 pm

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

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