{"id":1164,"date":"2020-04-30T11:23:35","date_gmt":"2020-04-30T16:23:35","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=1164"},"modified":"2025-06-24T11:14:43","modified_gmt":"2025-06-24T16:14:43","slug":"it-knowledge-management","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/it-knowledge-management\/","title":{"rendered":"IT knowledge management"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221; locked=&#8221;off&#8221; theme_builder_area=&#8221;post_content&#8221;][et_pb_row column_structure=&#8221;3_4,1_4&#8243; _builder_version=&#8221;4.20.0&#8243; global_colors_info=&#8221;{}&#8221; theme_builder_area=&#8221;post_content&#8221;][et_pb_column type=&#8221;3_4&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221; theme_builder_area=&#8221;post_content&#8221;][et_pb_text _builder_version=&#8221;4.20.0&#8243; global_colors_info=&#8221;{}&#8221; theme_builder_area=&#8221;post_content&#8221;]<\/p>\n<h4><strong>Knowledge Management<\/strong><\/h4>\n<p>Knowledge Management is the process of gathering, analyzing, storing, and sharing knowledge and information within the IT organization.<\/p>\n<h4><strong>Primary objectives<\/strong><\/h4>\n<p>The primary objectives of knowledge management are:<\/p>\n<ul>\n<li>Ensure reliable and accurate information is available for an IT service throughout its life cycle.<\/li>\n<li>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.<\/li>\n<\/ul>\n<h4><strong>Benefits and value to Rutgers<\/strong><\/h4>\n<ul>\n<li>Achieve faster incident resolution<\/li>\n<li>Lower the risk associated with changes<\/li>\n<li>Increase the quality of IT services by establishing customer expectations for repeatable events<\/li>\n<li>Reduce and eliminate mistakes and re-work<\/li>\n<\/ul>\n<h4><strong>Contact us<\/strong><\/h4>\n<p>To learn more or onboard to the Knowlege Management process, email us at <a href=\"mailto:smo-support@oit.rutgers.edu\">smo-support@oit.rutgers.edu<\/a>.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_4&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221; theme_builder_area=&#8221;post_content&#8221;][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Knowledge Management&#8230;<\/p>\n","protected":false},"author":910,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-custom.php","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - 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