Gartner Research

Best Practices for Using an IT Service Knowledge Portal

Published: 28 June 2013

ID: G00251825

Analyst(s): Tapati Bandopadhyay


A robust IT service knowledge portal can address the issues of cost-effective self-service, IT service delivery and IT service value communication between business and IT. I&O teams can leverage the portal to disseminate critical IT service-related information to business users.

Table Of Contents
  • Key Challenges



  • Design and Leverage the ITSM Knowledge Portal to Broadcast Information About IT Services
  • Promote User Self-Serve Facilities and Functionalities
  • Use the IT Service Knowledge Portal to Promote Usage and Value, Gain Visibility of the IT Services and Talk About Them
  • Make the IT Service Knowledge Portal a Fully Interactive and Collaborative Utility for Business Users to Contribute to

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