The OCIO has launched the Knowledge Management Project, led by Knowledge Management Specialist Holly Griffin. In Griffin’s view, “Knowledge Management is a process that helps organizations to ensure the right information is available in the right place at the right time.”
The process will help WashU IT to have a consistent way to document, store and retrieve information at all levels of the organization. This will improve efficiency, reduce duplication of efforts, and have a single source of truth for information.
Upon implementation, all of End User Services will be able to search the knowledgebase for every incident ticket to find a knowledge article to use for incident resolution. Articles that need edits or to be retired will be flagged accordingly. If there is not an article that resolves the incident as is or with edits, then a new article will be added to the knowledgebase. This allows people to learn solutions to incidents they may not have previously worked with, share knowledge with others, and improves everyone’s ability to find and use knowledge for better customer service.
According to Griffin, implementation will be a phased approach, with the first phase scheduled for completion at the end of 2017.