A discussion on LinkedIn prompted me to comment that KEDB is a subset of knowledge management for service desk. I think it is important to take a broader view and provide access to more general information about solutions to incidents and resolutions to requests, not just workarounds to known errors. I've seen folk micro-design that one bit without considering a more generally useful system. I never quite understood why ITIL seems fixated on KEDB, giving it a disproportionate amount of attention vis-a-vis the more general support knowledgebase. Thoughts?