Knowledge

Knowledge Management

In IT Service Management (ITSM), Knowledge Management is the process responsible for gathering, analyzing, storing, and sharing knowledge and information within an organization. Its main goal is to improve efficiency by reducing the need to rediscover knowledge.

Knowledge Management is the process of creating, maintaining, and utilizing a centralized knowledge base to ensure that the right information is delivered to the right person at the right time, supporting decision-making and enhancing the effectiveness of IT services.

How to Create a Knowledge Article:

1. Log in to https://itsm.pelatis.co/

2. Navigate through the application navigator

3. Click on Knowledge

4. Click Create

5. Fill in the required details and submit

Knowledge form

Knowledge for End Users

How to search for a KB Article:

1. Log in to https://itsm.pelatis.co/site/csm

2. Type in the keyword related to your issue

3. Filtered results will be shown based on your issue

Accesing Knowledge from Service Portal

The most viewed articles page appears as user clicks on 'Knowledge'. The user can access various knowledge articles listed under different categories.

Most viewed articles

The knowledge article can be viewed by clicking on any Knowledge article

Knowledge article view on Service Portal

Users can also search Knowledge articles based on the requirement using keywords, as shown below

Knowledge articles filtered by search

Searching KB articles to create an incident using the keyword 'incident'

Knowledge articles filtered by search