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.