Rutgers.eduIT 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 services as a central repository of 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 of changes.
- Increase the quality of IT service by establishing customer expectations for repeatable events.
- Reduce and eliminate mistakes and re-work.
IT knowledge management practice advisory group
The knowledge management practice advisory group members listed below have been assembled to collaborate and promote best practices and guidelines around knowledge management.
| Name | Rutgers IT organization | Rutgers IT unit represented | Group role |
|---|---|---|---|
| Elizabeth McMillion | Enterprise Service Delivery | OIT Help Desk | Co-Chair |
| Eric Marshall | Office of Advanced Research Computing | Advanced Research Computing | Member |
| Curtis Saal | Camden | Camden IT | Member |
| Veronica Rosel | Health Sciences IT | Rutgers Biomedical & Health Sciences (RBHS) | Member |
| David Edward | Newark | Newark IT | Member |