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Key Interfaces with Other Processes

The following table shows how Knowledge Management is linked with other Service Manager processes.

Input and output for Knowledge Management

Process

Description

SO 0 – Interaction Management

Knowledge documents may be used in the resolution of Incidents, either via the Service Desk or self-service. Feedback on the knowledge documents will feed in to the Knowledge Management process.

SO 2 – Incident Management

During the Incident resolution process, KM documents can be submitted that specify how an analyst found a resolution or workaround.

SO 4 – Problem Management

Information on Known Errors and workarounds may be used to create Knowledge Documents.

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