IT knowledge management

Knowledge management

Knowledge management is the process of gathering, analyzing, storing and sharing knowledge and information within the IT organization.

Primary objectives

The primary objectives of knowledge management are:

• Ensure reliable and accurate information is available for an IT service throughout its life cycle.
• Maintain a Service Knowledge Management System (SKMS) that serves as a central repository for the data, information, and knowledge that the IT organization needs to manage the life cycle of IT services.

Benefits and value to Rutgers

• Achieve faster incident resolution.
• Lower the risk associated with changes
• Increase the quality of IT service by establishing customer expectations for repeatable events.
• Reduce and eliminate mistakes and re-work.

Contact us

To learn more or onboard to the Knowledge Management process, email us at smo-support@oit.rutgers.edu.