KnowledgeForge: mining gold from the ITSM ticket graveyard | Amazon Web Services
KnowledgeForge is about mining gold from the IT Service Management (ITSM) ticket graveyard: the resolved incident tickets whose knowledge never reaches a knowledge base article. Enterprise IT support teams resolve thousands of tickets every month, and each one holds something useful: a symptom, a root cause, and the fix an engineer applied. That knowledge stays locked in ticket history, where the next engineer to hit the same problem won’t find it.
The knowledge base itself has the opposite problem. It grows, but it grows messy: duplicate articles pile up, content goes stale, and quality varies depending on who wrote each article and when. A support engineer searching for an answer wades through near-identical drafts, some accurate and some three product versions out of date.
We built KnowledgeForge to work both sides of that gap. It mines resolved incident tickets for new articles. At the same time, it curates the existing...
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