Having a knowledge-centered service desk allows teams to respond and resolve issues quickly, provide consistent answers, and enable self-service. Basically, it’s all the things. But how does knowledge management fit within ITIL processes?

Jira Service Desk is excited to announce that agents can now view, search, and share knowledge base articles directly from an issue. By being able to discover and share knowledge easily, IT teams can streamline ITIL processes, including incident, change, and problem management.

For example, someone may submit a ticket describing an issue they’re having with getting VPN access. Jira Service Desk will read the ticket and automatically suggest any knowledge base articles that relate to the ticket keywords. Then, the agent could send this article to the person who raised the issue, and they may be able to resolve it easily:

JSD knowledge base search helping ITIL processes

This has many benefits, especially for IT teams following ITIL processes. Read on to find out how you can apply this new feature to incident, problem, and change management.

Incident management

Imagine you work for an e-commerce company that launches a new product line. Expectations are high, and customers love the product. Suddenly, a major service outage hits the website, and customers can’t purchase items, making the site lose money and creating unhappy customers.

Knowledge-centric support is critical during these times when the IT team is in the trenches, dealing with major outages like Sev1 and 2 tickets that keep the boss up at night. Having answers at an agent’s fingertips is the difference between time spent searching for an answer and time spent resolving an issue.

A knowledge-centered service desk allows teams to respond and resolve issues quicker, provide consistent answers, and enable self-service. Everybody wins.

While the short-term goal is fast incident resolution, the long-term goal should always be lowering the overall incident mean-time-to-resolution (MTTR) numbers. Since MTTR is the time measured from when an incident is reported to until it is resolved, lowering the overall MTTR means that the IT team can resolve more incidents. The main phases of the process are Identification, Investigation, Recovery, and Closure.

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In fact, a Forrester study found that a whopping 70% of the overall MTTR time is spent in the Investigation phase, so providing recommended KB articles during the investigation phase can help reduce MTTR.

By relying on a knowledge base, IT agents can check out past tickets to see how the incident was resolved. By having these articles inside the ticket, agents can share information with a customer, and see plenty of benefits:

  • Decreased MTTR
  • Faster restoration of service to the user
  • Presentation of optimal workarounds and solutions
  • Prevention of workarounds that cause other incidents
  • Reduced amount of double work for IT agents

Problem management

Knowledge management is critical for problem management and root cause analysis. By having documentation outlining the cause, incidents, known errors, workarounds, and resolution for incidents, teams are armed with information.

A team conducting a problem investigation can review post incident reports (PIRs) to keep tabs on issue trends. An action item from a PIR might be publishing a knowledge base entry addressing the workaround to quickly resolve the incident.

When someone creates an issue detailing their investigation, they’ll be able to pull up relevant PIRs. Since the knowledge base articles can be recommended, there’s less risk of missing an important PIR.

Knowledge management helps implement correct processes for problem management as well. By publishing these processes, teams are equipped to prevent future incidents. Benefits of having knowledge articles available within a ticket include:

  • Prevention of future incidents through trends via data analysis and review of PIRs – which get published to a knowledge base
  • Accurate problem tracking – by linking PIRs together, IT teams can accurately gauge issues

Change management

IT organizations face the two major challenges of managing an evolving infrastructure and rolling out new technologies while managing existing ones. There’s a never-ending churn of updates and upgrades – it’s plenty to keep a team busy.

Close control of these changes helps IT keep track of both historical and current changes, as well as prevent major incidents from happening. Effective change management process should be easy to follow and communicate, able to prevent major incidents from requested changes, and provide ample documentation for processes and standards.

Change requesters within the IT team can see recommended articles when creating a ticket outlining the change processes, including process steps and who the approvers are.

When change managers open the ticket for approval, they see relevant documentation related to that change request. By having more information, they help the change board (CAB) make an informed decision. With more accessible knowledge articles within tickets for change management, your team can:

  • Minimize risk by driving for standards about how changes are documented
  • Have more efficient change approvals
  • Gain visibility

We’re certified!

In awesome ITIL news, Jira Service Desk has been officially Pink Elephant ITIL verified for four processes: request fulfillment, incident management, problem management, and change management.

Jira Service Desk comes with pre-configured ITIL process workflows and templates, so your team can get up and running ASAP.


Want to start utilizing knowledge for your service desk? Learn more and try it out for free.

Check out Jira Service Desk

To learn more about how to set up ITIL processes within Jira Service Desk, check out these best practices.

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