Gartner Research

How to Choose a KM Tool for IT Service and Support

Published: 10 March 2010

ID: G00174661

Analyst(s): Johan Jacobs, David Coyle


A strong knowledge management repository can greatly increase the efficiency and effectiveness of the IT service and support organization. When implementing knowledge bases to support IT service and support processes, IT managers need to consider several tool options.

Table Of Contents
  • Overview
  • The Benefits of an IT KM Repository
  • KM Tools for IT Service and Support
    • Service Desk Vendors
    • Best-of-Breed Knowledge Base Vendors
    • Document Management and Collaboration Vendors
  • Selection Criteria
  • Understand the Content, Its Creation and Its Management

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