Knowledge Management is one of four tracks the ITSM initiative has identified as key to delivering better and cost effective IT services to Cornell.
The current focus of the Knowledge Management track is to create an immediately useful knowledgebase for end users so that they can more easily and quickly answer their own questions about IT services. The goals are to
- Provide better information faster to end users.
- Reduce time to resolve incidents.
- Reduce calls to the soon-to-launch Central Service Desk, thereby saving resources.
The ITSM working group is currently reviewing two potential knowledge management solutions that vary considerably in terms of their approach, costs and capabilities: an open source solution from the University of Wisconsin that is highly customizable but would require Cornell to devote more resources to maintenance and administration, and a cloud-based commercial solution, RightAnswers, that is pre-populated with content (150,000 knowledge articles, covering 300 software packages, including Microsoft Office information). In either case, Cornell would use the tool to leverage and repackage Cornell-developed online documentation already in use by campus for IT service information.
The tool selection process has included consulting with Gartner on what to look for in a knowledge management tool. Gartner also has provided information about specific solutions. Regardless of the tool selected, Gartner has advised that the information management lifecycle skills we develop as we deploy and gain experience with a knowledgebase will be critical to our success.
The knowledgebase tool selected must support the ability of colleges and units to add local information, but the initial launch will focus on content for centrally supported services.
A tool decision is expected by the end of March 2012, with rollout of a knowledgebase for campus planned for this summer.