within our current CA SDM solution we are pushing our client in terms of ITIL driven centralized knowledge management. Within incident mgt. and problem mgt. the SDM is supporting us well. As we are also dealing with Change Management (manual procedures and semi-automated processes) I am wondering why there is no direct connection between Changes and given KB articles within CA SDM possible (the whole KM tab is missing within changes).
IMO I see a great benefit of connecting KB articles directly with CO tickets for minimize risk by driving for standards about how changes are documented, have more efficient change approvals and gain visibility. What are your thougths and whats your opinion?