Presentation of the goals and key objectives, processes, methods, and partners involved, in the implementation of an online IT Knowledge Base for the University of Auckland, New Zealand. Identifies a process for managing the service needs of the various faculty groups across the University and their IT support teams. Suggests roles and stages of self-service in an implementation cycle to ensure gradual uptake and use, making the transition from tacit to explicit knowledge creation and use easy and valuable at all levels.
A portion of the presentation will provide an overview of how the Knowledge Centred Support (KCS) principles and the ITIL framework support the continuous improvement process within a diverse university culture and environment.
University of Auckland