20 KNOWLEDGE MANAGEMENT (ST 4.7)
INTRODUCTION AND SCOPE
The ability to deliver quality services is directly influenced by the people involved in the delivery, especially by their understanding of situations, possible response options, and the consequences and benefits of those options (i.e. by their knowledge). This applies across all phases of the lifecycle.
Incidents which actually relate to a common underlying problem may present themselves with different symptoms. It is unrealistic to expect that all service desk staff will have the same knowledge about the relationship between possible symptoms and the cause, and hence automatically offer a suitable response. Being able to store and correlate information about such things and present ...