从服务管理到系统管理.pptVIP

* * * * * * * * A Knowledge base creates a learning system which accelerates the restoration of an asset or service to its operational state by accessing past experience and industry knowledge. Maintaining such a system benefits the organization by making accumulated knowledge easily accessible to end users. This process also fosters the flow of knowledge from specialists to generalists. Knowledge base integration facilitates the resolution of how to questions. Facilitating Level I personnel’s ability to resolve How to issues will enable organizations to save up to $399,000 by shortening the r