ITSM Glossary of Terms

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Posts about Knowledge Base:

Knowledge Base

Sep 24, 2022 4:20:30 AM

What is a Knowledge Base? 

A knowledge base in an online resource with information about a certain product or software. In the IT realm, knowledge bases usually include FAQs, step-by-step instructions, service recipes, troubleshooting guides, and other things that users might want to know. 

The first real iteration of the knowledge base was created in the late 1980s, but in the 1990s, the knowledge base as its known today emerged when Scott Hutton “created a full-text searchable, world-accessible Gopher server that revolutionized the [knowledge base].” At that stage, knowledge bases also became a resource for clients, not just internal techs.