Contribute to the IT Services KB ecosystem
Use KB articles to:
- Find answers to questions quickly
- Deliver answers where people are looking for them
- Drive improvements into software, hardware and services
- Provide insight into which questions are being asked the most
- Identify recurring problems so they can be removed from the environment
Internal-facing KB articles
Why create a internal KB articles?
- Guide and support teams
- Improve operational efficiency
- Reduce training time for new employees
- Organize and standardize procedures
- Share and leverage combined knowledge, skills, and perspectives
- Maintain evolving knowledge updates in a central location
When to flag and create new knowledge for a KB article:
Analyzing TDX tickets: Tracking the types of issues users are experiencing can help identify gaps in existing documentation.
Commonly encountered issues: If there are recurring problems that the IT department frequently addresses.
User training: Employees may require additional training and guidance in some areas.
Technology changes: New technology, updates, or changes to existing systems or software may require corresponding articles.
User feedback: Feedback from users can provide valuable insights into areas where additional documentation is needed.
Public-facing KB articles
Updating public IT knowledge base articles helps UFV users to stay relevant in a constantly changing technological landscape.
As a KB contributor you can provide better support to UFV users in the following areas:
Accuracy: Ensuring that the information provided in a KB article is accurate and relevant to the current state of technology.
User experience: Outdated information increases confusion and frustration among users so keeping the knowledge base up-to-date provides users with the most relevant and helpful information, thus enhancing their user experience.
Security: Ensuring that users have access to the latest security information and can protect their systems from potential threats.
Reputation: Providing accurate and up-to-date information helps users to trust the knowledge base more.
Report and evaluate information: To improve processes and service delivery.
Standard templates: Leverage content usefulness, validity, and mobile responsiveness.