Integrate Knowledge Management into the job lifecycle

The knowledge that you capture and store in any service management environment is valuable data which can then be used throughout the lifecycle of a job.

For example:

• During the initial job logging process - a successful knowledge base / self-service experience here can actually prevent a job being logged in the first place
• When a job is logged as part of the process
• At various stages throughout the job lifecycle
• When a job is resolved / closed