ServiceOps Knowledge Management

Improve User Efficiency

Provide Faster Resolutions to Issues with ITIL-aligned Knowledge Management Software.

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Promote Self-Service and Empower Users with our Knowledge Base Software

 Motadata ServiceOps ITIL Knowledge Management can help your Organization Gather Knowledge, Increase Accessibility, Improve Process Alignment, and Eliminate Redundancies.

Fast-track your Resolution Process with Knowledgebase

Create and share knowledge articles to offer solutions, workarounds, FAQs, etc. with your teams and users seamlessly.

  • Modern WYSIWYG editor
  • Role-based Access
  • Configurable Topics to Organize Similar Content
Key Benefits
  • Quicker Resolutions
  • Reduced Operational Costs

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Help Users Help Themselves with Self-Service Portal

Utilize a central body of information that provides know-how on resolving issues that have occurred before.

  • Contextual Search
  • AI-powered Smart Article Suggestion
  • Content Feedback
Key Benefits
  • Increased Customer Satisfaction
  • Enhanced Operational Efficiency

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Boost Technician Efficiency by Enabling Collaboration

Make collaboration between authors a breeze while creating articles or documenting solutions to known issues using sections.

  • Stage Content as Draft
  • Faster Troubleshooting
  • Automatic Approval Mechanism
Key Benefits
  • Improved Technician Productivity
  • Consistent Operations

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Improve Your
Service Operation By 30%

Other Features

Empower Users to find Solutions to Common Issues By Themselves and Reduce the Number of Incoming Tickets with our Knowledge Base Software.

Multi-level Approval Workflows

Automate approvals before publishing any new document or any changes using approval workflows.

Linked events in Knowledge
Linked Events in Knowledge

Link the knowledge content to the service desk and asset tickets.

manage permissions
Manage Permissions

Control the access of knowledgebase articles to specific groups by making them public, private, or restricted.


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Other ServiceOps Modules

Incident Management

Manage incoming service request life-cycle

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Problem Management

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Change Management

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Release Management

Manage deployment of new features in your business application

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Patch Management

Automate patch management process

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Asset Management

Manage the life-cycle of hardware and software assets

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Project Management

Plan and execute new projects

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Service Catalog

Enable end-users to help themselves

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A knowledge base is an online self-service repository of information for a particular product, subject, or service. Your knowledge management practice is built on a knowledge base. Knowledge management helps you to generate, curate, distribute, use, and manage knowledge throughout your organization.

Any contributor who is experienced in the relevant areas can typically add to and enhance the knowledge base. FAQs, manuals, runbooks, troubleshooting instructions, or any other information that your teams might want or need to know may be included in the knowledge base.

To generate knowledge from everyday activities and manage the generated knowledge, service desk teams utilize the data, information, knowledge, and wisdom (DIKW) framework for knowledge management. This framework demonstrates the journey of how data is transformed into information, knowledge, and finally, wisdom.

In the first step – data, subtle facts about incidents occurring in the organization are collected. In the next step – information, context is provided to the collected data. The following step – knowledge, involves collating the experience, knowledge, and judgments of knowledge managers, technicians, SMEs, or even end-users. Finally, data, information, and knowledge come together to produce wisdom which improves knowledge management. Dynamic planning, issue resolution, and strategic planning are all used for better decision-making.

The best practices for knowledge management include understanding the underlying problems and challenges before initiating or implementing a knowledge management program. Once the system is in place, knowledge should be made consumable and presented in a user-friendly manner with a consistent, standardized format to simplify searching for answers for the users.

Measuring the effectiveness of the knowledge management program can be challenging since the underlying operational procedures are planned, carried out, and then assessed using references created internally by the organization. So numerous alternative KPIs and references can be utilized instead. Finally, necessary processes are required to be developed to enable users to not only create and access knowledge but also to utilize it in their daily activities.

The knowledge management process is critical to any IT organization because it enables it to acquire relevant knowledge over time while decreasing the number of resources spent on rediscovering knowledge.

Knowledge management guarantees that information is accessible to all IT personnel and promotes a self-help service catalog approach, which saves time and money.
An effective knowledge management system unifies knowledge, encourages business continuity, and eradicates knowledge silos. It supports better decision-making at all levels and derives actual value from linked data via the DIKW structure. Moreover, it also reduces the expense of training for new service technicians.