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Status Future consideration
Workspace Control Desk
Created by Guest
Created on Jun 21, 2013

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The Knowledge Base structure is outdated.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
Use Case
Knowledge Management Use Case from Incident The first analysis step is to find a symptom. For this purpose there is in the Knowledge Base article type symptom. It describes all the symptoms of previously arrived errors from the user perspective. They consist of a description of the reported by users faulty behavior, complemented with screenshots and other material, which makes the error understandable. The symptom search can be supported in a future ITSM solution through a so-called decision tree . Was the appropriate symptom in the knowledge base identified, it is linked to the incident. A categorization proposal and a competent forwarding group is taken from the symptom, but they are not necessarily used (see below). In addition, a CI class or a specific symptom of the CI from the incident are taken. The analyst must make the incident specific with selecting a specific CI . The time is measured to the search of the symptom, the total processing time for this will be accounted to the incident symptom search. If one can not find a suitable symptom, the service desk analyst creates out of the message of the user a new symptom and documented this. From the knowledge base, the analyst includes automatically the workaround documented for the symptom. In the symptom and / or workarounds is a working sequence deposited, which is prioritized based on the frequency of the successful application of the workarounds and additional cofigurable instructions . Namely, we have, try out the suggested workarounds and select the most probable for the solution. If this is found, the workaround is applied. It is noted the processing time of the application of the workarounds and the time for spend in the incident for applying the Workaround. Application of the Workaround can also mean a transfer of the incident to a 2nd-level unit documented in the Workaround . This is automatically taken from the workaround as the forwarding group in the incident, so that the analyst can make the transfer as soon as possible. Knowledge Management Process from Knowledge Management Create revisions for Symptoms and Workarounds Link Symtoms and Workaround Create Decsison Trees to support the search from the symtoms to the many workarounds to find the best one.
RFE ID 36217
RFE URL
RFE Product IBM Control Desk
  • Guest
    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
    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
    Feb 3, 2014

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

  • Guest
    Jun 21, 2013

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