Knowledge Management

[aalmeida]

I need some information on building a database for KM for a technical Help Desk. Does any have some info, links, books, experience?
Thanks AL Almeida
NT/DB Admin
"May all those that come behind us, find us faithfull"

 

[jeanpierre]

Hi Al,

I do not have links specific to technical help desk creation?

I was part of a project that created this in one of the re-fresher cources that I recently attended.

Are you looking to define the scope of the technical questions or links on the setting up of the database.

 

[aalmeida]

I'm actually at this stage looking for bouth, I'm currently facing two separated issues Support a third party Help Desk db and start building an internal solution, Basicaly it is all fresh and new. Therefore I do need to define scope and also start reseaching info so the Knowledge doesn't get lost into the db AL Almeida
NT/DB Admin
"May all those that come behind us, find us faithfull"

 

[ponderworks]

I am not sure I fully understand your needs, but, in your design, take into consideration the way the help desk will be deployed. If the help desk will be utilizing a distributed model (ie. people located in many geographic locations) you will need to consider whether the knowledge database should be accessed from a central location or replicated and the host of issues that come up from that.

 

[aalmeida]

The deployment will be an initial small group located at one location, the phase two will have two small groups in two state, the rollout will be gradual up to 25 groups in five states across the TCP/IP network. AL Almeida
NT/DB Admin
"May all those that come behind us, find us faithfull"