Tag: Knowledge Articles
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Top knowledge champions share their secrets
The Knowledge Base (KB) is the central repository for LITS IT documentation and the key component of Emory’s Knowledge Management process. The ITSMO Team wanted to recognize two of its most prolific users to exemplify how useful the tool can be for all of LITS. Messaging Team – Jay Flanagan “One of the things my team…
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Auto-Routing Blackboard Tickets to Tier-1
One of the benefits of having a talented University Service Desk is that administrative tasks that have been handled at Tier-2 in the past can now be resolved at Tier-1 (the front door) through proper training and a focus on knowledge-centered support (KCS). Previously, the Blackboard (Bb) team has always maintained a listserv where users…