Embed Size (px)
DESCRIPTION
Speaker: David Babbitt, Technical Program Manager, Spiceworks 11:00 - 12:00 *MSP-Friendly Enable your team and your users to “fish for the fixes” with the Spiceworks Knowledge Base! In this session, learn how to: Capture your team’s knowledge for common procedures, commands, tips, and more Choose among 1000s of preloaded articles to use as-is or to customize for your needs Share how-tos and troubleshooting tips with end users on the user portal
Citation preview
Knowledge BaseDavid Babbitt
What is Knowledge?
Procedures for Yourself
1. Plug in2. Turn on
?
DIY for Your Users
Theproblemis you
Share with Your Team
Share with Friends and Former Colleagues
Share with Everyone
Spiceworks Knowledge Base
• Steps include purchases, accounts, etc• Company procedure, shared by your team• Relates to ticket• Relates to purchase list
Example “New Employee”
• Prescriptive fix, uncommon problem/procedure• General IT knowledge, could share with all• Found solution in a Community Topic
Example “Configure LDAP in Linux”
• User self-help, step-by-step• Authored by vendor (Microsoft)• Relates to ticket• Place on intranet User Portal
Example “Create Rules in Outlook”
Spiceworks Knowledge BaseSharing
NoneColleagues
FriendsSpiceHeads
ContentHow-To
Break FixFree Form
ScreencastsTopics, Posts
ScriptsOthers Sites
OrganizationBrowsePortal
Categories, TagsSearch
Portal SearchRelates to …
Ticket Response
✓
✓
✓
✓
✓
✓
✓
6.1
6.2
7.0
DEMO
