The objective of this functional thesis is to design a more user - friendly Laurea ServiceDesk Portal, which is supposed to be easy to execute according to this plan. The thesis was commissioned by Laurea UAS ServiceDesk. The objective was to define a knowledge base, which would encourage the personnel and the students of Laurea to read more guides. The purpose of the knowledge base is to decrease the workload of the support personnel. At the same time all the guides would be in the same place for all Laurea personnel and students to see. The knowledge for ServiceDesk Portal was acquired through experience and theoretical information.

In the planning phase, certain Laurea employees were interviewed, and a workshop was conducted. Some ServiceDesk employees were part of conducting and finishing the design before it was given to the commissioner. As a result of this thesis, a plan was created to be carried out. The knowledge base will be clear and easy to read. The categorization was made clearer, so personnel will find the guides more easily.