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Knowledge Access and Structure

accessAccess rights to knowledge in ITR are defined on the article level. Therefore, articles are structured one of two ways:

  • Public - Anyone able to search the knowledge base, regardless of role, can view the content.
  • ITIL - Internally used content is restricted to ITIL users (ITS technicians and associates) only and cannot be publicly viewed.

Most KB articles will contain FAQ’s, procedures, or known errors.

KB article contains...
FAQ
  • A standard response to a common inquiry
  • Practical instruction or advice concerning an activity
  • A concise piece of information
  • A prescribed solution applied to specific scenarios or symptoms
Procedures
  • An operational how-to in regard to a core process or function
  • Defined parameters for escalation or troubleshooting processes
Known Error
  • A description of an error and its temporary or permanent solution