3 Replies Latest reply: Feb 29, 2012 7:45 AM by Dr. ITIL RSS

Known Error Data Base vs Service Knowledge and Management System


According to ITIL Service Operation book the purpose of a KEDB is to allow storage of previous knowledge of incidents and problems and how they were overcome to allow quicker diagnosis and resolution if they recur.


A lot of BMC product "consultants" have a confusion regardingng KEDB and Knowledge Management BMC Module.


From a best practice perspective Knowledge Management is a process wich purpose is to share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decision, to make this possible this process use a Service Knowledge and Management System.


At BMC SW I have not found the KEDB within Problem Management Module, can you please get me some ideas other than using Knowledge Management BMC Module???


Thank you!