March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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8.1. Knowledge Capture and Sharing Overview
Many organizations do not have a knowledge base or they have one that is not used. This of course leads to redundant and unnecessary troubleshooting of the same problems nearly every time they occur. Further, it leads to different and potentially inconsistent solutions being provided for the same problem. Finally, because there is no knowledge base of problems, there are no metrics indicating how often the same problem occurs, and therefore no root cause analysis. This leads to continued occurrence of the problem and, potentially, treatment of only the symptoms, not the real problem.
The knowledge base serves many purposes. Key among these is to speed up delivery of services—problem resolution, in ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.