How Knowledge Creator Makes Self-Service Faster, Safer, and ITIL-Aligned

Let’s be honest - knowledge management sounds brilliant in theory.
In reality, it usually looks like this:

“We should really write more articles.”
“We’ll update the knowledge base next month.”
“It’s on the backlog… somewhere.”

Meanwhile, your service desk keeps handling the same issues — not because your team isn’t capable, but because the answers aren’t easy to find.

That’s why we built Solvyr™ Knowledge Creator.

It takes the best resolutions already being produced by Auto Triage and Smart Resolution and automatically turns them into publish-ready knowledge articles.

No extra work.
No bottlenecks.
No knowledge debt quietly building up over time.

The biggest myth in knowledge management

The myth is: “We don’t have the knowledge.”

You do. It’s just buried in your ticket history. Every closed incident contains valuable insight, including:

• What the issue was

• What caused it

• How it was fixed

• Which steps worked

• What should be done next time

That is knowledge.

The real challenge is turning it into a usable article - and your team already has more than enough to do.

Knowledge Creator turns support activity into business value

Knowledge Creator bridges the gap between ticket resolution ➜ knowledge sharing.

It automatically transforms enriched resolutions into knowledge articles that are:

• Properly structured

• Consistently written

• Correctly classified

• Aligned with ITIL best practice

• Ready to publish

This is how knowledge creation becomes part of your workflow - not another task added to the list.

What changes when knowledge creation is automatic

✅ Customers get answers faster:  Self-service improves immediately because the right content exists and is easy to find.

✅ Analysts stop reinventing the wheel: If a fix already exists, it can be reused instantly.

✅ Your knowledge base grows without effort: Instead of trying to write articles, you generate them continuously.

✅ Quality stays high: Built-in checks help prevent errors and enforce correct classifications.

✅ ITIL compliance becomes the standard: Every article follows a consistent format and best-practice approach.

The numbers (because this is where it gets exciting)

Knowledge Creator delivers measurable impact:

• 10× more knowledge articles every month

• 95% faster article creation

• 82% lower production costs per article

• £22,950 saved per year (based on 50 articles per month)

That’s not a small improvement - it’s a complete shift in what your service desk can achieve.

Self-service savings you can actually calculate

Even a conservative deflection rate makes a big difference. With 1,000 incidents per month, a 5% reduction means:

• 50 tickets avoided

• £1,125 saved per month

And that’s before you factor in:

• Reduced user frustration

• Fewer escalations

• Faster resolution times

• Improved SLAs

This is what “continuous improvement” really looks like

Most service desks aim for continuous improvement. Knowledge Creator delivers it automatically. Every resolved ticket becomes an opportunity to improve self-service, analyst productivity, consistency, customer experience and cost efficiency. It’s not more work - it’s smarter work.

The best time to build your knowledge base is… now

Your team is already doing the hard part: resolving incidents. Knowledge Creator simply ensures those resolutions don’t disappear into closed tickets. So instead of knowledge being a project, it becomes a natural outcome of support. And that’s how service desks scale - without burning out.

Want to see how Knowledge Creator works inside Solvyr? Get in touch.