Knowledge

A knowledge article has a title, category, body, service, owner, status and publication date. This lets the team keep draft guidance apart from material marked published or archived. A service desk agent can look for published guidance while answering a recurring question. The owner remains responsible for whether the content still fits the service and its current operation.

The knowledge workflow routes a created record into review. A person still needs to decide whether the article is ready and maintain its status. Feedback records can capture whether a reader found an article helpful, a comment and submission time. Those signals help the Knowledge Owner decide which guidance deserves another look.

• Draft. Write a precise article for a named service and category, with an accountable owner.
• Review. Check the guidance before moving it through the review and publication states.
• Maintain. Use article feedback and service changes to decide when a published article needs revision or archiving.

Decide who may move an article to published and who checks guidance after a service change. A published article should answer a real operational question with steps the desk can apply. Agree whether the body is meant for internal responders or for a separate customer channel before distributing it. The article record gives the owner a place to maintain the source content; any external publication channel is a connection to configure.

Keep categories useful to the people searching the library. A broad category may hide a specific restoration procedure, while a category defined around a single case may not help the next responder. Review the service link and owner as part of the article review.

After several incidents on the same service, the Knowledge Owner writes a recovery article. The record includes its title, category, instructions, owner and service. The article enters review. Another person checks the steps against the current service before the status is moved to published and a publication date is entered. The Service Desk Agent then uses the published library to find it during the next similar incident.

A reader marks the article unhelpful and explains where a step is stale. The owner reviews the comment and revises the body or archives the article if the procedure no longer applies. The article’s status should match what the desk is allowed to use for new work.

• Published Knowledge Articles — Guidance marked published for desk use.
• Article library — The broader article register for editorial review.

Follow knowledge review from draft to publication. Use incident response to see where responders need current guidance.