Knowledge Centered Support theory tells us not to go looking for knowledge to improve; the users will tell us what they need. However, when you're launching the knowledge program, it's very helpful to promote managerial engagement by starting the conversation with "I noticed that a lot of incidents are incorrectly assigned to your team..." etc. and then explain how knowledge can improve that situation.
Just talking with people on the various support teams will identify the pain points - which reports do you use to put metrics around a known concern? For instance, how would I identify incidents that started with one team, were assigned to another then bounced back to the original team?
What other reports do you routinely use to identify areas of improvement?
