Not-a-knowledge-base

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Not-a-knowledge-base by Mind Map: Not-a-knowledge-base

1. Content

1.1. Functional areas

1.1.1. History/background

1.1.2. Is the remedy knowledge base worth using?

1.1.3. Business owner

1.1.4. useful docs/links

1.2. Remedy

1.3. Entities

1.4. FAQs

1.5. Processes

1.6. Known issues and Features

1.6.1. Enhancement Requests

1.7. People

1.7.1. knowing who to ask

2. Tools

2.1. Socialtext

2.1.1. pages

2.1.2. Structure

2.1.2.1. Tags

2.1.2.2. Geography?

2.1.2.3. Pages

2.1.2.4. People

2.1.2.5. CitA Org structure

2.1.2.5.1. Who would/could access this

2.1.3. signals

2.1.4. blogs

2.2. RMS

2.2.1. Incidents

2.2.2. Problems

2.3. How do we define boundary between tools?

2.4. Petra knowledge base

2.4.1. Could we use this? cost?

3. Uses

3.1. Responding to calls

3.2. recording changes to processes

3.3. Discussion

3.4. Induction/training

3.5. Updates/knowledge sharing

3.6. Service Desk

4. Layout

4.1. Subject Entity Description/Summary (includes who to ask)

4.2. Links/list of User Guidance Documentation

4.3. Links/list of Support Documentation (admin processes etc)

4.4. Listed Features (things to remember)

4.4.1. FAQ

4.5. Known Issues/Enhancements (things we want to fix)

4.6. History (could we track old fixes?)

4.7. Comments/Questions/Discussions