In service management, what is the primary goal of a Knowledge Article?

The primary goal of a Knowledge Article in service management is to share solutions for resolving incidents. Knowledge Articles serve as a repository of information that helps teams and individuals to quickly find and apply solutions to known issues or incidents. By documenting solutions, organizations can ensure that knowledge is preserved and accessible, enabling faster resolution times and reducing the likelihood of repeated incidents. This contributes to more efficient service support and enhances overall service quality.

On the other hand, options related to budget management, project planning, or documenting customer interactions do not capture the essence of Knowledge Articles, which specifically focus on capturing and disseminating knowledge related to incident resolution. Knowledge Articles are tools that empower both service desk personnel and end-users to resolve issues effectively, making the correct choice aligned with the core functions of IT service management.