Knowledge Management is the art of learning from known solutions. Many incidents occur frequently across the organization and solutions resolving the issue are known. By storing known solutions to incidents and problems and by making them easily accessible to service desk personnel and employees, an organization can improve efficiency significantly and speed up resolutions.
The Knowledge Management application is closely linked to incident, problem and change management in the service desk solution of Efecte Edge. Knowledge base records are always available to service desk personnel and can be made available to employees for self-service.