If you've ever worked on an Application Maintenance project you know the need to have a well structured Application Knowledge Base. In most cases these systems form the corner stone of the engagement.
How would a system like this work?
Well, the basic idea is of course to create a platform that will allow your team members to look up solutions for issues as they come in. Only if they do not find a solution here would they spend time trying to resolve it.
It's equally important for them to input new solutions into the system so that future users can benefit from it.
The Benefits of having a system like this in place are numerous:
- Create a knowledge base around the application that can be used over and over again
- Reducing the turnaround time for issue resolution
- Decreasing the time it takes for a new member of the team to bring himself up to speed with issue resolution.
- Improving client satisfaction
- Decreasing the dependency on certain key team members
While I've talked about this subject before, this post is more to get an understanding from the readers of this blog whether such a tool is really important, and if it is how have you used this in projects successfully?