IT Knowledge

Knowledge Base(s)

A knowledge base is a centralized repository of helpful information that is used to optimize information collection, information organization and retrieval through a process known as knowledge management.

IT Services now provide knowledge bases, via the ServiceNow platform, that are:

• For current staff and students, which can be accessed via the Service Portal (login required). People can request something or report a problem via the Service Portal also if they cannot find an appropriate answer.
• For external visitors, applicants or a current member of staff who is having problems with their account and cannot log in. The Public IT Information knowledge base can be accessed via the Knowledge portal and does not require you to log in.
• For internal use by IT staff. Information can be accessed either via the Service Portal.

Note: Information accessed via the Knowledge portal is available to all.

Benefits of providing an IT Knowledge Base

• Improved customer support by providing technical staff with relevant, up to date information to resolve customer issues / queries efficiently and in a timely manner.
• Higher customer satisfaction due to a boost in efficiency and a more positive experience.
• Providing staff student and visitors with relevant and up to date information to help them self-serve, 24/7.
• People will be able to find answers to their IT questions independently. This may be particularly beneficial for new staff and students.
• It will improve communication, collaboration, and knowledge-sharing, leading to improved efficiency.
• Improved employee / student onboarding.
• Reduced training time.
• Investing for the future as the knowledge bases will become valuable assets.

Feedback

Our IT knowledge base(s) includes step-by-step guides and other advice on using our services. The information is intended to help our customers find solutions to common problems and, in some cases, avoid the need to contact our IT Service Desk.

As a result, feedback is very valuable to us in making sure our articles are accurate, relevant, and helpful. Each article has two feedback options:

• A simple star rating.
• A Yes/No option for marking an article as helpful or not.

Please engage with the feedback process as much as possible as this will help us to improve. For more information, please see How do I give feedback on a knowledge article?