Service Manager


Knowledge Management Roles and Tasks

Knowledge Manager Roles

Knowledge Manager Tasks

Knowledge Manager Roles



Knowledge Manager

Ensures that the IT organization is able to gather, analyze, store and share knowledge and information.

Improves efficiency by reducing the need to rediscover knowledge.

Self Service User

Works with Knowledge Management in the Self-Service Portal by searching and viewing all types of knowledge articles, and resolving their issues using relevant knowledge articles.

Rates and provides comments and feedback on the usefulness of articles.

Service Desk Analyst

Works with Knowledge Management mainly in searching for knowledge articles to resolve incidents.

Creates new knowledge articles.

Knowledge Manager Tasks

Knowledge Managers ensure that knowledge is stored and shared among the various IT processes, gather and analyze information and knowledge, and improve efficiency by reducing the need to rediscover knowledge.

The default workspaces for the Knowledge Manager are:


Approval Vote Tracking


Knowledge Advisory Board


Social Board


and many more

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