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Knowledge Management

A half day training that teaches about the functionality and set up of the knowledge management module. The course consists of a combination of lectures and lab exercises and students learn how to create Knowledge Management entries that support the Incident, Problem, Change and/or Operations processes. This may include known errors of work arounds, which must be defined for certain incidents or problems. There are several options for the configuration of the knowledge database.

The course is focused on providing knowledge and on how users can consult the database and the scripting mechanism to access it. The scripting mechanism also allows users to define scripts, to find e.g. the correct solution of a known error.

Course Objectives

This course discusses the use and capabilities of the knowledge management module.

At the end of the course, students:

Process knowledge

• Have insight in the Knowledge Base module and the use of the Knowledge Base (KB) within the different processes.
• Can describe the workflow of the Knowledge Base module.

ExpertDesk skills for Knowledge Management

• Know how to add standardized symptoms, descriptions and solutions to solve tickets in an efficient manner and support Knowledge Base availability
• Can create Knowledge Base entries and select important information from the processes to enter into the Knowledge Base modules and forms
• Know how to use the ExpertDesk Knowledge Base User Interface
• Can enter the KB module data in a correct and efficient manner
• Are able to build a scripting mechanism
• Can maintain the knowledge base entries of the knowledge management module
• Understand how to automatically add tickets to the knowledge base
• Can create quick call entries

Student Profile

The training course is meant for employees involved in the Knowledge Base Management process and Data Administrators. The ExpertDesk Basic Course is a prerequisite for students who want to participate. Existing knowledge about the KB requirements and the general requests within the company as well as knowledge about ITIL is of advantage.

Course Information

This half day course is taught with a minimum of 2 and a maximum of 10 participants.
The fee per is € 225,-.

Available course dates

Questions? Contact our Training department.