Knowledge Management in IT Request

kbThe objective of ITS Knowledge Management is to create, maintain, and make accessible relevant and actionable information to users and IT support groups in order to resolve service disruptions quickly and respond to customer queries satisfactorily.

The aim is to provide consistency in the type of information presented in the IT Request (ITR) system. This is a high-level view of article structure, naming conventions, search optimization, and policies and procedures governing the ITR knowledge base.

These web pages provide best practices for Knowledge Management within ITS, and they contain articles with detailed information on how to write and maintain knowledge base (KB) articles for client use. These processes are designed to promote accountability, quality, and consistency of knowledge. This overview is intended for:

  • Service Managers and Subject Matter Experts (SMEs)
  • Individuals within UCSC seeking to understand Knowledge Management processes and best practices as implemented in ITS
  • Anyone with an interest in becoming or remaining a knowledge contributor

Parts of this content were adapted with permission from the University of California, Davis “IT Knowledge Management Process Model” document.