DOC0000036 - Setting up a knowledge base

Knowledge Base allows building your library of articles related to the services as well as independent articles for general usage, for example, containing information about team member roles. Here, you can store articles for users with defined roles and public articles for any authorized user.

Each knowledge base contains knowledge articles that provide information for users, such as policy, release notes, or instructions for a task. Create a knowledge base to provide a self-service platform for users to store, share, and manage content. Configure knowledge bases into product or service categories and manage user access based on permissions. Customize workflows for publishing and retiring articles in the knowledge base.

Knowledge Base consists of five elements:

1. Content Database (Content DB) – helps to arrange knowledge base into several greater "families" of articles. + почему без нее нельзя
2. Content Category – для категоризации по назначению? Относится к Content DB (дочерняя по отношению к ней), т.е. является вторым уровнем категоризации? home
3. Content Item Class – определеяет назначение и доступ (внутренний/внешний) для классификации и доступа. Не относится к Content Category и Content Item Class, может быть привязана к какой угодно статье вне зависимости от категории и контент DB
4. Content Item – хранит articles, Known Errors, штуки без категории.
5. Knowledge Base Category (KB Category) – sets hierarchical order of articles and categories, allows nesting articles. There are no limitations for nesting levels. + через RL можно создавать статьи именно в этой категории, что удобнее

User Roles

+ knowledge roles (после публикации бранча)

Create a Content DB 

Content Databases are designed for storing the Knowledge Base content items. 

Within the Knowledge Base Dictionary, you can establish the following storages:

• IT Service Catalog containing service descriptions and SLA documentation that are necessary for the Service Catalog Management purposes
• Known Errors Database used in Problem Management.

To create a Content DB, follow the steps below:

1. Navigate to KB Dictionary → Content DB.
2. Click New and fill in the fields.

3. Click Save or Save and Exit to apply changes. 

Form Description

Create a Content Category 

Content Categories determine the way items stored in the Content Databases. 

Create a Content Category following the steps below:

1. Navigate to KB Dictionary → Content Categories.
2. Click New and fill in the form.

3. Click Save or Save and Exit to apply the changes.

Form Description

Create a Content Item Class

Content Item Class defines the content item purpose (SLA, OLA, UC, Service Description, Known Error, etc.) and application area (external/internal).

Create an Item Class following the steps below:

1. Navigate to KB Dictionary → Content Item Class.
2. Click New and fill in the fields.

3. Click Save or Save and Exit to apply the changes.

Form Description

Create a Content Item

In SimpleOne, each service documentation has a set of a specification which, in turn, are divided into external and internal ones. The Knowledge Base contains these service specifications as Content Items.

General Guide

To create a Content Item, follow the steps below:

1. Navigate to Knowledge Base → Content Items.
2. Click New and fill in the fields.
3. Click Save or Save and Exit to apply changes.

Create a Service Description

This is a service description, informative, and related to the company infrastructure.

To create a Service Description, follow the steps below:

1. Navigate to Knowledge Base → Content Items.
2. Click New to open the form.
3. Fill in the form and specify the following fields:
   1. Content DB – select the Service Catalog option.
   2. Content Type – select the Article option.
   3. Content Item Class – select the Service Description option.
4. Click Save or Save and Exit to apply changes.

Create a Service SLA

This specification is for SLM-relevant parts related to this service (indicators, etc.). It describes various aspects of service quality, like maximum requests handling time, and others.

1. Navigate to Knowledge Base → Content Items.
2. Click New to open the form.
3. Fill in the form and specify the following fields:
   1. Content DB – select the Service Catalog option.
   2. Content Type – select the Article option.
   3. Content Item Class – select the SLA, OLA, or UC option.
4. Click Save or Save and Exit to apply changes.

Publish a Content Item

You can publish Content Items to make them available for various purposes.

To publish it, follow the steps below:

1. Enter the Content Item record you need.
2. Select Published in the State field.
3. Click Save or Save and Exit to apply changes.

Form Description