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The looming oblivion of archival repose (and the light at the end of this currency review)
:cue Sarah McLachlan vocal feels: Sadly, 59 articles are slipping closer to the oblivion of archival repose, and only you can save them. If not reviewed and renewed by Wednesday, 28 June, your tired, your expired, your outdated articles will be moved to the dark archive in the cloud. But for under- and over-achievers alike, there’s a light at…
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Cerebrum pascat te!
This afternoon, we published our 1030th article to the Knowledge Base! Proactive and KCS articles created for public use: 488 (and growing) Procedural articles created for internal use: 203 (and growing) ClassTech articles created for instructional use: 210 (Go Tech Support Services!) Pre-KCS articles reviewed and renewed for public use: 129 (currency determines conversion to KCS or…
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Hoc translatione sugit ova!
Today, we published our 898th article to the Knowledge Base. And we have more than 250 new proactive, procedural, and KCS articles in the queue for approval and publication. Proactive and KCS articles created for public use: 459 (and growing) Procedural articles created for internal use: 201 (and growing) ClassTech articles created for instructional use: 109 (and growing)…
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Changing the KCS Workflow
During our post-Pilot assessment, we found a faster way to publish our articles: Our process (and training) now incorporates use of the Knowledge lifecycle to identify the KCS articles that are ready for publication. This small change to our workflow will speed up our time to publish, allowing us to know in near–realtime when an article…
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KCS Pilot: State of the Knowledge Base
This week, the KCS Pilot marked a major milestone! We have added 63 new published cases for public use, eight published cases for IT use, and 364 draft cases for use by the Service Desk. Add these to the existing 183 published Knowledge Articles, and we have a Knowledge Base of more than 600 articles!…
IT Services Internal Communication
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