KCS Knowledge articles

[RogueFader]

Hi all.

Does anyone here have experience of KCS within your org who may be able to offer advice?

Currently, when a first line team resolves an incident and there is currently no knowledge article that supported them, they tick the 'Create Knowledge' box. This generates a draft article that requires review and approval before it can be published.

If the application or service involved is owned by another team, for example, Outlook being owned by a second line team—the ownership group for the article is set to that second line team. They are then responsible for reviewing and approving the article.

Looking at KCS, it seems articles can be updated and republished without needing formal ownership or approval. However, I’m curious how this works in practice within your organisations.

Specifically:

• When a first line team creates a knowledge article, do you assign the ownership group to the second line team that owns the service?
• Or do you keep the ownership with the first line team who created the article?

My concern is that assigning ownership to the second line team may delay publication, especially if the first line team needs to make updates but still requires approval.

Additionally, the 2nd line team may have no visibility of the article and information and any fix that is applied by someone following that article may be creating a bigger problem down the line.

Much appreciate hearing how others manage a balance of accuracy, ownership, and speed of publishing. Thank you in advance.

[RogueFader]

Hi, from discussions I've had with a number of analysts, it's usually been a case of a belts and braces approach to fixing an issue until something sticks. Some will also use Google/Copilot to seek guidance. It does seem though that keeping them 1st line is the common train of thought. Thanks