Knowledge review

Move service guidance through review before publishing it for responders.

Step by step

Draft the article Admin

Admin or Service Desk Manager records a title, category, body, owner and related service. The instructions should be specific enough to test against an actual operational case.
- Establishes content and service owner
- Updates Knowledge articles, Services
Route to review Service Desk Manager

The article workflow moves a newly created runbook or configuration record into Review. The owner can see that the article is being examined rather than treating the draft as current guidance.
- Marks article for review
- Updates Knowledge articles
Check the procedure Service Desk Manager

Service Desk Manager reads the content against the intended service and a representative incident or request. Corrections belong in the article before it is marked available to the team.
- Tests guidance against a case
- Updates Knowledge articles, Incidents
Publish the guidance Service Desk Manager

After review, the responsible person uses Published and records the publication time. The published library then gives responders a clear place to find current guidance.
- Makes reviewed guidance available
- Updates Knowledge articles
Use feedback Incident Responder

Article feedback records whether the guidance helped and allows a comment. The owner can use that response to improve the procedure later.
- Captures a reader response
- Updates Article feedback, Knowledge articles

Start free, then use Proto to change fields, steps and approvals before your team goes live.