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Capture What You Know Using KCS for Mobile Centric Users
Joan Comeau, Salem State University
Wednesday, October 25, 2017
6:15 to 8:30 PM
Burlington Public Library
Sears Street
Burlington, MA
Member Price: $10
Non-member Price: $20
In 2014, Salem State University created a centralized student support center (Navigation Center). A knowledge center support tool was purchased to provide a searchable self-service tool for common questions. Information Technology Services (ITS) decided to partner with the Navigation Center to use the tool as a repository for the wealth of files, job aids, hand-outs, and other knowledge. Previously, several attempts in ITS, were made using a wiki, google doc files, and shared network folders. These were not searchable by our user community and were an internal resource only. At the same time the outdated university website was poised for an overhaul to meet the needs of mobile centered students and staff. Finally, the ITS department embarked on embracing the ITIL (Information Technology Infrastructure Library) framework and agile tools for a more efficient business model.

Learn about how about how Knowledge Center Services (KCS) was developed in ITS, how KCS, ITIL and agile work together, the challenges, the successes, tools used and next steps.

At the end of this session you will be able to:
*Identify 3 key components of Knowledge Centered Support (KCS) and how they were used successfully

*Describe how KCS enables users to provide satisfying self-service

*Explore the how KCS and ITIL plus agile tools framework for the knowledge captured

*Identify one knowledge item that can be converted into a just-in -time/just-as-needed solution.

About the Presenter
Joan Comeau has served over 25 years in customer support roles in information technology at Salem State University. Joan focuses on translating technical information to non-technical users and translating the user concerns to the technology support staff. Starting at GE she excelled at finding ways to improve performance using technology. Next. with her education background, Salem State gave her the opportunity to give support tools to introduce technology in an educational environment. After graduating from UMass Boston Instructional Design program, joining the Mass ISPI chapter was a key factor in focusing on her passion of finding the right tools to enable the user community to use technology successfully. Joan currently serves as the Mass ISPI chapter as Communications director.
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