What is Knowledge Management at UC Davis?
Knowledge Management is an important component of any successful IT Service Management program. The UC Davis IT Knowledge Base is a combined effort involving all IET departments and participating college and administrative units meant to identify and provide information on technology and services used by the campus community.
At UC Davis, one way we help our customers understand the technology they use every day is through the content in our Knowledge Base. The Knowledge Base is a centralized repository of information that is organized topically so our customers can easily find how-to guides, articles, and documentation about the technology they use. The Knowledge Base is just one of the service management tools we use and is a key component of an effective IT Service Desk. A Knowledge Base gives service desk consultants a place to capture commonly asked questions and re-direct customers to a knowledge base article that provides step-by-step instructions or answers to those questions.
We build the knowledge base by learning from real-life interactions with customers. Over time, the knowledge base will grow and so will our understanding of our customers and how they use technology. We put what we know into the knowledge base so it can be put to use by you.
We have also prepared video training via the campus LMS. Please search for "ServiceNow: Knowledge Management (KM)" when you arrive on the landing page.