KNOWLEDGE BASE IN APPLICATION SUPPORT

A knowledge base is a centralized repository for information: a public library, a database of related information about a particular subject. A good knowledge base is the key part of an application. All the large organization stores their issue resolutions in some type of hierarchical database. This database is termed as knowledge base. The knowledge base is not only a data repository but an intelligent tool used for providing solutions to frequently occurring issues. Knowledge base in Application Support helps in resolving the issues faster as it saves time used by the executive for analysis and identifying steps to resolve the same. The knowledge base in Application Support can also be used to store best possible solution which can help in solving respective issue or incident in optimum time. Knowledge Base in application support helps in decision making and finding solutions.

Key features:

• Easily manageable
• Simple, logical, understandable and usable
• Knowledge bases are flexible in terms of storage and technology
• Easily configurable
• Secured

How to manage Knowledge Base:

• Knowledge bases are as much as gathering information. They are only as good as their contents are accurate and accessible. Therefore, they should be set up properly from the beginning of process. An accurate knowledge base helps in easily accessing and analyzing the issues in a knowledge base which gives an advantage of solving issues faster. 

• Ideally, a knowledge base should be updated only by one person or it may lead to the collection of junk/duplicate / unwanted knowledge base data. If access is given to all the executives in the Application support team then they will upload all the resolutions they have provided on the Knowledge base. This will result in too much information. There will be multiple solutions for one single issue which will confuse the new user in identifying the best of the lot as every user might have solved that particular issue in a different way. Thus, more effort and time will be utilized by the user in solving similar issues. Hence, there should be a SME who should be responsible for uploading the solutions on the Knowledge Base. All the data should be funnelled through the SME who will make sure than only optimum solutions are uploaded in the Knowledge base. Basically, this helps in securing knowledge base content.

• When it comes to Information technology, it can never be said that the solutions deployed is fool proof and will never need an upgrade. Same rule applies for Knowledge base as well. Now a days while deploying a solution the main factors that are considered is flexibility and scalability as the need can change with time and the respective application should be able to evolve and upgrade as per the needs to help it satisfy the increasing needs and demands. Similarly a knowledge base is efficient and useful only if it satisfies the basic requirements. However, in order to evolve or upgrade a Knowledge base in the right direction which would prove useful with changing time. A process should be set-up, in which team or the end users using the Knowledge base would suggest improvements and a team will discuss those improvements on periodic basis with respect to feasibility, pricing and value addition so that the end result would be an efficient Knowledge base catering to the need of the Application support team. 

• The knowledge base can be a data file in any form. The data file in any form is acceptable but it should be understandable to everyone, should be readable and should be in proper format. 

Steps to solve an issue using Knowledge Base in Application Support:

• Step 1: The first step should be a knowledge base having an exact search filter which helps in searching exact data to be required. Also, the user should identify keyword for the raised issue so that he can search in the knowledge base with respect to keyword. In case, if related keyword does not exist in the knowledge base then he can implement a new technique / new thoughts of solving the issue.

• Step 2: The next step is to search for new ideas or thoughts to solve the issue. The new ideas / thoughts can be drafted separately and can be verified by the SME’s. Further, SME upgrades Knowledge Base with the newer version, thus releasing a new version of Knowledge Base.

• Step 3: In this step, a new user joining an organization accesses an updated knowledge base which helps him/her in resolving issues faster. In order to find updated solutions user should have access to knowledge base. If not then he should raise a request with internal support desk to grant an access.

• Step 4: Further step is to analyse issue and find a solution to that issue using the knowledge base data. Resolve issue in minimum time and upgrade knowledge base (if required).

• Step 5: Close the request

Conclusion:

The Knowledge Base in Application Support improves technical, procedural and process support. A Knowledge Base in Application Support keeps us updated with the news, announcements, information and upgrades. It is necessary to have a good knowledge base for the smooth working of Application Support project.

About Author:

Mikhil Chauhan is a consultant in Systems Plus Pvt. Ltd. Within Systems Plus, he actively contributes to the areas of Technology and Information Security. He can be contacted at: mikhil.chauhan@spluspl.com