Max has been hired as a consultant to help revamp the procedures that the IT department uses. He sees a lot of things that they are doing correctly, but sees that the information in the trouble tickets is severely lacking of detail. Which of the following systems would Max most likely recommend putting into place that could have been populated from ticket information if it had been there?
A) CMDB
B) Knowledge base
C) Content management system
D) Customer relationship management system

Question

Quizplus · Accepted Answer

A knowledge base is a centralized repository for information: a public library, a database of related information about a particular subject. It's designed to provide a means for information to be collected, organized, shared, searched, and utilized. In the context of IT and trouble tickets, a knowledge base would be the most beneficial system for capturing detailed information from tickets to help resolve future issues more efficiently. This allows for the accumulation of solutions and troubleshooting steps that can be easily accessed by IT staff or even end-users, depending on the setup, to expedite the resolution of similar issues in the future.

Max Has Been Hired as a Consultant to Help Revamp