IT Problem Management

Chapter 8. Knowledge Capture and Sharing

The knowledge capture and sharing process, or simply the knowledge capture process, is critical to the success of the service center (see Figure 8-1). This process documents and distributes the service center's institutional knowledge. In some companies, the most successful agents aren't necessarily the most technically knowledgeable; they are those best at finding information in the knowledge base . Every problem, once identified, should be evaluated as a candidate to be documented in the knowledge base. The knowledge base should be the first step in the agent's troubleshooting process.

Figure 8-1. The knowledge is critical to the success of a service center.

The key objectives in knowledge capture ...