Knowledge Management

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 

Students, faculty, and staff may utilize the resource at any time.

• 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

• 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.

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.

N/A

Knowledge articles are processed within 2 to 5 business days depending on need and available resources.