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- IT Service Management
- Process
- Knowledge review
Knowledge review
A knowledge article is useful only when the steps fit the current service. The owner records its title, category, body and service. A newly created article goes into review. A publication decision and date distinguish guidance ready for desk use from an unfinished draft.
Step by step
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Draft Knowledge Owner
Knowledge Owner writes guidance for a named service and category.
- Gives the guidance an owner and service
- Updates Knowledge articles, Services
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Review Knowledge Owner
Knowledge Owner checks the steps against current service operation.
- Checks current instructions
- Updates Knowledge articles
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Publish Knowledge Owner
Knowledge Owner marks the article published and records its publication date.
- Makes publication state and date visible
- Updates Knowledge articles
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Read and respond Service Desk Agent
Service Desk Agent uses published guidance; readers may submit feedback.
- Captures helpfulness and comments
- Updates Knowledge articles, Article feedback
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Maintain Knowledge Owner
Knowledge Owner revises or archives guidance when it becomes stale.
- Guides revision or archiving
- Updates Knowledge articles, Article feedback
Who does what
Roles and permissions- Knowledge Owner
- , Service Desk Agent and Incident Responder use the article and feedback records.
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