Products / Operational knowledge and runbooks
Smelter
Operational knowledge captured where the work happens, reviewed, reused at ticket time and checked against real outcomes, so the fix does not leave with the person who knew it.
Request early accessThe problem
The knowledge that keeps systems running sits in ticket comments, chat threads and a few senior engineers' heads. The runbook in the wiki was written once and has drifted from what actually works.
When an incident hits at 2 a.m., the person on call searches, guesses, or wakes someone up. When that senior engineer leaves, the fix leaves too.
How it works
Capture where work happens
Knowledge comes in three ways: written by hand, drawn out in guided interviews with experts, or inferred by AI from resolved tickets and closed incidents.
Review and publish
Every candidate article or procedure is reviewed and versioned before anyone relies on it.
Reuse at ticket time
Relevant procedures are suggested inside the ticket as the work starts, not in a wiki nobody opens.
Verify with evidence
Each use is recorded with its outcome, so you can see which procedures actually fixed the problem.
Decay on change
When a system changes or a procedure goes unused, it is flagged for review instead of quietly going stale.
Who it is for
- IT operations and service desk teams running ITIL processes
- SRE and platform teams who carry the pager
- Leaders worried about what walks out the door when senior engineers leave