Overview
The following is included within the scope of this service offering:
- Documented procedures for how a process is fulfilled or a problem is resolved.
- Possible classifications may include: FAQ, Workaround, Known Error, News, Policy, How to, Service)
- (For incidents) Includes specific pieces of knowledge used to resolve an Incident or Inclusive of these steps: New, Draft, Submitted, Reviewed, Approved, Published and Retired.
- The resources and tools used
- The contacts needed
- The reports and information used/developed
- Timeframes in which defined tasks must be accomplished
- Unique or unexpected situations
- Standards and Procedures
Eligibility
Students, faculty, and staff may utilize the resource at any time.
Features and Benefits
- Improved quality and consistency of support services provided to the community
- Increased efficiency of all support staff
- Collaboration and knowledge sharing across the enterprise
- Improved customer success and use of self-service
- Increased end-user satisfaction and perception
Prerequisites
- Knowledge articles follow an approval workflow process before they are shared with the user community as documented below.
- All knowledge articles are reviewed for accuracy at least once a year or when a process is updated, changed or retired.
Requesting the Service
Knowledge articles are available enterprise wide from the content management system or self-service portal. Knowledge articles can be produced in response to a request if the information does not exist.
Related Documentation
N/A
Fulfillment Target
Knowledge articles are processed within 2 to 5 business days depending on need and available resources.