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Status Not under consideration
Workspace IBM MAS - Maximo IT
Created by Guest
Created on Jun 21, 2013

RELATED IDEAS

Knowledge Management Enhancement for SCCD

The Knowledge Base structure is outdated. Based on ITIL a Solution and a Workaround needs to be provided.

The Knowledge Management supports the Service Desk to solve incidents and to standardize the solution of requests.
In two layered Knowledge articles, all possible Incident causes will be recorded in Symptoms and all Solutions in will be documented in Workarounds .
Workarounds are fixed linked to a Symptom


The process Knowledge Management assures the accuracy of the data. And keeps the Knowledgebase up to date.
The changes made on Articles will be revisioned.
The changes can be minor changes without additional approval required or major with new approval required.

A user has a Incident to fix.
He looks for a checklist. Each checklist has a Symptom and a workaround.
A Symptom can have multilple Workarounds

A Symptom can be linked to one or many CI or Services
A Symptom has one Decision Tree ,
Workarounds can be in many to many Decsistion Trees to help to decide which woraround should be used or appyed.
A workaround is connected to 0 or many After Work steps to make the solution solid.

Idea priority High
  • Post comment
  • Admin
    MELODY Bienfang
    Reply
    |     Jan 12, 2022

    This idea/RFE will not be implemented. it was requested in 2013 and the vote level is only 1. This can be re - requested if necessary.

    thank you

  • Guest
    Reply
    |     Apr 12, 2019

    Due to processing by IBM, this request was reassigned to have the following updated attributes:
    Brand - Cloud
    Product family - Workload Automation and Control Desk
    Product - IBM Control Desk

    For recording keeping, the previous attributes were:
    Brand - WebSphere
    Product family - ITSM Automation and Control Desk
    Product - IBM Control Desk

  • Guest
    Reply
    |     Oct 10, 2015

    Due to processing by IBM, this request was reassigned to have the following updated attributes:
    Brand - WebSphere
    Product family - ITSM Automation and Control Desk
    Product - IBM Control Desk

    For recording keeping, the previous attributes were:
    Brand - Tivoli
    Product family - Asset Management
    Product - IBM Control Desk

  • Guest
    Reply
    |     Feb 3, 2014

    Thanks for submitting this requirement.   IBM has added this requirement to our candidate list for future implementation.

  • Guest
    Reply
    |     Jun 21, 2013

    Attachment (Description): This is the datamodel that is required for this solution

    KB_Datamodel.doc
    KB_Datamodel.doc
     KB_Datamodel.doc
    Open full size
    KB_Datamodel.doc

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