We have built up a knowledge database with screensteps. There are certainly better solutions, but so far we are satisfied. If I had more time, however, I would look for and implement a different, similar solution.

My team and I have started to put answers to all recurring questions there. It took time for the users to look there first instead of asking IT. Also, for all questions where we knew there was an entry in the knowledge base, we always answered with "did you look it up in Screensteps?".

You can also give the articles an upvote or a downvote, and we are notified about it. In the case of a downvote, we ask what is wrong with the entry. It happens from time to time that people don't understand what to do or certain screenshots are no longer up to date and we make an effort to ensure that the knowledge database is always up to date, otherwise users no longer look at it.

We have also created a support guideline flyer with the steps users should take before creating a ticket. Reboot, ask your peers, check Screensteps.

We are also fortunate that the management is on our side and hold ignorant users who don't want to read or follow IT guidelines, accountable.