Importance

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Abstract

A service desk is managed by broadcasting a symptom and a root cause of a customer incident to service desk staff members. In response to receiving input of a service desk staff member, the symptom and the root cause of the customer incident may be stored in a personal knowledge base of the service desk staff member. A personal memory trigger may also be received from the service desk staff member, and the personal memory trigger may also be stored in the personal knowledge base. The personal memory trigger may include free-form text that has meaning to the service desk staff member relative to a given incident. The symptom and root cause of a customer incident may be retrieved from the personal knowledge base of the service desk staff member in response to receiving at least some of the free-form text from the service desk staff member.

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First Claim