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# Knowledge Management

Knowledge Management supports Knowledge-Centered Support (KCS) standards and guidelines by providing a natural language search engine and rich-text authoring tool that enables you to search for, update, and author knowledge articles. Knowledge Management is a valuable resource for researching solutions and troubleshooting problems as a step that you should take before you request additional support. If you can solve a problem by using information from the Knowledge Management database, you can return to productivity quickly.

A knowledge base is the collective wisdom of an IT organization. Organizing that information and making it easily accessible promotes a self-solve culture that reduces the number of outstanding requests. Service Request Catalog leverages the knowledge base available through Service Manager so that you can minimize the need for external assistance from the Service Desk.

Knowledge Management in Service Request Catalog

Service Request Catalog integrates with the Knowledge Management module in HP Service Manager. You can search and view articles from the Knowledge Management module of Service Manager directly from the Service Request Catalog user interface. When you view an article, you can click the Leave Comment button to add your comments on the article, or rate the article up or down.

To search for an article or a service from anywhere in Service Request Catalog, use the integrated Search Bar in the upper right portion of the screen. The integrated Search Bar allows you to search for all items that are accessible by using Service Request Catalog, including Service items, Support items, and Knowledge Articles. As you type, SRC will auto-suggest items that match your search terms.

Note: Your search and usage history for Knowledge documents are stored in Service Manager.

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