If your IT department is still using a traditional knowledge base to speed problem resolution, you'll want to consider stepping up the pace by automating the process.
Wiki-based automated runbooks take advantage of collaboration and clickable fixes with advantages similar to those of Wikipedia over a hardback Brittanica. I wrote a short article describing the new breed of RBA that the good people at TechRepublic were kind enough to publish this week - you can link to it here.
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