central location for knowledge share

[Recount]

Hey, 

 

I work in IT but I'm more of a grunt than a thinker  I've put forward a proposal for knowledge share but they've asked me to put together a plan of how it should be done.

 

This is what I put: 

 

I would like to ask if there could be a centralized location what can we can update common to extremely rare faults/fixes/work around – broken down in to sections such as software, hardware, peripherals, AV, network

 

 

i.e

Hardware – Z220 – GPU issues – graphic glitches on screen – resolution – A solution

                                                                                                                               B solution

                                                                                                                               C Solution

 

 

There would of course be cross over where that same issue could be a cable/monitor fault/etc

 

It’s a lot of work and would take time to build up and manage it, if it is something that could once started and used be a powerful tool for diagnosing issues that aren’t known by all?

 

I work for a university so we have 100's of different pieces of software/hardware compilations plus we also have a vastly new/aged av systems which all need to be taken in to account/cross referenced. I'm just not sure of the best way to implement it.

 

I've just completed my ITIL foundation course so I'm hoping that this will help me too

 

Any help would be fantastic

[Levisallanon]

This program:
https://www.topdesk.com
Will have all different aspects of ITIL in it, you can manage your change management etc in it as well. It also allows you to have a knowledgebase.

[tzaitam]

I believe that the success of a knowledge base (or SKMS if you are going full ITIL) is that it is quickly and easily available to your service desk agents. I would start of by looking into if there are some kind of knowledge base functionality in your Service Desk-software or if you can integrate into it, if your service desk-software is ITIL optimized this should be possible. We're using Jira Service Desk for example and that integrates with Confluence.

 

If a commercial solution isn't possible (not unlikely in av University setting) a quick and dirty route would be to set up a Wiki but there are also some open source solutions out there, I have no experience with them so I can not make a recommendation but you'll find a bunch with a quick google.

 

I could also do it with Sharepoint lists but even if the solution would be good for the end user it would quickly grow complex and it would turn into a full time job just to manage it.

[SansVarnic]

-= Moved to Programs, Apps, and Websites =-

[Recount]

Thanks guys/girls