IT Problem Management

8.3. Implementation

Once you have decided what type of knowledge base to implement (see Chapter 11, "Service Center Tools" ) you must determine other important implementation information. You must decide who will have access, how to provide that access, how to organize the reports, how and when to remove reports (delete or archive), how often to update indexes, how to handle disaster recovery, and so on. Once these standard system implementation issues have been addressed, there are several knowledge base-specific issues you need to address. How will you populate the knowledge base? Does it come with content? Are there existing reports to be added initially? You should consider dedicating a knowledge base czar for some initial period of time. ...