With countless tech tools, software, and platforms, knowing where to turn to get answers to technology-related questions can seem daunting. Chances are, however, the Knowledge Management program within MSU IT has the answer.
Led by John Senger, the Knowledge Management program is responsible for coordinating the documentation associated with services MSU IT offers and supports. That includes more than 2,600 knowledge articles providing information, tips, and veritable “how to’s” for technology utilized on campus.
“The efforts of this program are about improving the customer experience,” Senger said.
Senger relies on the expertise of his MSU IT colleagues to ensure knowledge articles provide the best, most accurate information available. He has created the Knowledge Champions Program within MSU IT to encourage continuous collaboration and information sharing.
MSU IT’s catalog of knowledge articles lives within the CA Service Desk web application, MSU IT’s Service Desk ticketing and management system, and can be accessed by anyone with a NetID. The most accessed articles include information about Campus Solutions, printing on campus, and how to clear cookies on web browsers, Zoom, and email. Knowledge articles are invaluable for service desk analysts who strive to resolve issues quickly and efficiently.
“Knowledge articles are a fundamental tool for the IT Service Desk and how we support and help the MSU community,” said Zoran Tomic-Bobas, Service Desk supervisor. “They enable us to make better and faster decisions when helping people and quickly solve problems, which results in a better customer experience. They also allow us to share our expertise and know-how, collaborate internally, and work with other MSU IT groups to grow and learn more. Finally, they help increase our First Level Resolution rate, which is critical to prevent problems from escalating to more costly levels of support, minimizing MSU IT support costs.”
Knowledge articles on Okta, MSU’s new multi-factor authentication solution, and ESET, MSU’s endpoint security protection software, have proven invaluable resources as MSU IT continues its commitment to cyber security and the campus community adapts to the new software.
Always looking to improve, MSU IT is currently exploring a new toolset that will enhance the visibility of and access to MSU IT’s knowledge base.
“Currently articles are only searchable within the self-service portal or the CA Service Desk tool itself,” Senger said. “One thing we are excited about is attaining a new toolset to improve and make access easier for the broader community.”
Students, faculty, or staff most often encounter knowledge articles through links found on tech.msu.edu or by using MSU IT’s Self-Service Portal. Senger said the plan is for a new solution to provide greater searchability, enhancing awareness and usability.
Despite not being publicly searchable, knowledge articles are searched within the self-service portal and CA Service Desk application 221 times each day on average. Total article views in the last 12 months surpassed 114,000.
“No one person can know everything within MSU IT,” Senger said. “We rely on our IT colleagues to provide information, check the accuracy, and help fill gaps.
“You don’t have to be a Knowledge Champion to make a difference,” Senger added. “If you have an idea to improve an existing article or create a new one, we’d love to hear from you. You can use the Knowledge Gaps Form to submit your idea and help us make the knowledge base stronger.”
