You may have noticed that the option ‘Knowledge Management’ was added recently. They always have to address the Critical Success Factors and goals of the respective process. When you select […] Knowledge base views are generated from the sys_view_count table.


Increase in First Time Closure Rate % Quarterly. That’s a really good question, and before answering it I’ll refer to the definition of what a Problem is.

For the monitoring and control of processes and functions of IT Service Management respective Key Performance Indicators are defined. Reports can also be generated to show top 25/50/100 knowledge articles used and that for knowledge articles not being used.

Key Performance Indicators of IT Service Management according to ITIL® and ISO 20000 ... Key Performance Indicators for IT Service Management . Most users of 4me already know that they can go to the Analytics console to access the ‘KPIs’ section. It is designed to assist service desk teams to make the right decisions throughout the service life cycle and the incident resolution process by efficiently controlling and handling the flow of information. ITILnews and its contents are not associated with nor endorsed by AXELOS.

Knowledge; KPI Description % of incidents resolved using KB articles [Number of incidents with KB articles resolved during the month] / [Total number of incidents resolved during the same month] Number of knowledge articles views per user: Number of knowledge article views per user during the month. While ITIL knowledge management specifically applies to service management and service desk employees, the answer to this question really should be everyone! ITIL knowledge management offers a guideline for recording data, processing information, and creating a knowledge database that can be accessed by your team members as needed. Proceed to: Content ITIL ® 4 Processes Roles Documents Key Performance Indicators Best Practice ITSM Processes of Knowledge Management Knowledge Management provides the know how of the organization of the IT Service Provider worth to conserve in … The relevant …
There they can select a process to review a set of KPIs that can be used to track the process’ success. Customer Nick asks for ideas on data he can use as a KPI for Problem Management.

Knowledge management is the process of gathering, analyzing, storing, and sharing knowledge that is created within an IT service desk. ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of AXELOS, and is Registered in the U.S. Patent and Trademark Office ISO ® is a Registered Trade Mark of the International Organisation for Standardisation. The end result is a more knowledgeable and effective team that can promptly process incident reports to provide superior customer service. This KPI indicated reuse value of the knowledge base. PRINCE ®, PRINCE2 ®, M_o_R ®, P3O ®, MSP ®, P3M3 ®, MoV ®, MoP ®, … This KPI reflects the impact of knowledge articles in increasing the first time closure rate of tickets.


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