Template for capturing knowledge from staff in a standard format.
This digital summary encapsulates the structure and components of a Knowledge Article Template designed for IT support staff and end-users. These articles serve as a guide to troubleshoot, diagnose, and resolve IT issues effectively.
Purpose of the Knowledge Article
The Knowledge Base Article Template aims to standardise the dissemination of troubleshooting guidelines for various IT-related problems. It's a quick reference guide that provides actionable steps to resolve specific issues.
Key Elements of the Knowledge Base Article Template
Title: A succinct and descriptive headline indicating the subject of the article.
Category and Subcategory: Classifies the article according to the relevant topic and sub-topic.
Last Update & Version: Shows when the article was last updated and its current version.
Keywords: Allows for easy search and indexing.
Body of the Article
Problem Statement: Outlines the issue that the end-user may encounter.
Symptoms: Lists signs or indicators that suggest the specific issue.
Root Cause: Explains the underlying issue, if known.
Resolution/Workaround: Offers a step-by-step guide to solve the problem.
Additional Notes: Provides any supplementary information relevant to the resolution or workaround.
References: Cites external sources or other articles that contribute to the content.
Authorship and Review
Author: Usually an IT Help Desk staff member responsible for composing the article.
Reviewed By: Another IT Help Desk staff member who verifies the content for accuracy.
Utility of the Knowledge Article
Efficiency: Speeds up problem diagnosis and resolution.
Standardisation: Ensures uniform guidelines across the board.
Knowledge Sharing: Serves as a repository of resolved issues for future reference.
User Empowerment: Enables end-users to resolve simple issues on their own.
Knowledge Articles are critical tools in an IT management strategy, helping organisations streamline their IT support by offering staff and users a self-service resource for troubleshooting common issues. They are dynamic documents that should be reviewed and updated regularly to maintain accuracy and relevance.