In most organizations, people use knowledge bases to document questions and answers as well as issues and resolutions. But a knowledge base can also be used to document escalation procedures. Escalation articles improve the effectiveness and efficiency of the escalation process. They document the escalation requirements and set expectations.
As more incident tickets are attached to a knowledge article, the article rises in reuse and is then promoted to problem management for root cause analysis and issue elimination. Most organizations that perform proactive problem management begin with ticket trend analysis. The Knowledge Centered Service Management (KCSM) strategy creates problems from knowledge articles instead of from incidents.
Reactive knowledge management captures knowledge as a byproduct of responding to a need. Proactive knowledge management creates and tests knowledge articles in preparation of a need. Organizations can benefit from a blend of reactive and proactive knowledge management strategies.