What Is Knowledge Management?
Knowledge is customer-focused. It includes self-service resources, such as “how-to” instructions and FAQs, as well as general support information and troubleshooting references for technicians to support end users. Knowledge must be routinely reviewed and maintained by accountable content owners to ensure its accuracy and usefulness.
Part of the WashU IT Operating Model Program, the Knowledge Management Project will design and implement a University-wide strategy to standardize and centralize knowledge resources, transforming the knowledge space to meet WashU’s needs and ensuring it provides essential information to customers and support staff.
“Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all an enterprise’s information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers.”
Gartner Group
We will succeed when we have established a trusted, easily accessible knowledge base that offers consistent, reliable self-service resources with clear accountability and governance, and a foundation for University-wide Knowledge expansion.
Project Information
The Knowledge Management Project will assess, analyze, and build a framework around all aspects of knowledge. It will identify documentation and artifacts, map interfaces, and ensure alignment with a new university-wide strategy to standardize and centralize knowledge resources.
The project will consist of four phases:
- Set Up: Configure ServiceNow, establish standards, and add general-purpose How-To and FAQ articles alongside existing content (i.e., Break-Fix information)
- Tailor: Add templates and structures for specialized content with business cases that are markedly different from the general-purpose content
- Align: Refine and align existing content to the standards established in Phase 1
- Wrap Up: Update practice and process guides, calibrate the system, complete the service portfolio category structure, and assess end-user feedback
- Rework processes to enable the expansion of the Knowledge Management practice
- Develop standards to ensure knowledge content is relevant, usable, searchable, easy to find, accessible, accurate, and well-maintained
- Create knowledge with measurable value for all users, not only those who originate it
- Maximize stakeholder value while minimizing complexity and cost
Project Sponsors: Michelle Stirnemann and Kenndall Dolan
Project Manager: Tom Imlay
Resources
Coming soon