No doubt about it, Knowledge Management is a hot topic in the IT world lately. A wide range of knowledge management products exists that use Case based and path analysis to solve problems.

Meanwhile in the real world of the small to medium sized support operations, these products can be complete overkill and

  usually end up becoming expensive shelf-ware due to the excessive maintenance effort required to manage them. Therefore we make no apologies for the simple nature of FireSTARTER!'s KnowledgeBase. It uses an intuitive layout of standard problems that can be matched with a confidence level to standard resolutions.