Knowledge as a Service: Texas Woman's University Enterprise Knowledgebase Project
| Title: | Knowledge as a Service: Texas Woman's University Enterprise Knowledgebase Project (ID: SWRC09_48318) | | Author(s): | Karl Pienkoss (Texas Woman's University) and Kim Grover-Haskin (Texas Woman's University) | | Topics: | 24x7 Support, Customer Service, Help Desk, Student Computing Support, Support Services, SWRC09 | | Origin: | Southwest Regional Conferences (02/25/2009) | | Type: | Presentations and Seminars | | Abstract: | Knowing that students look to the web for many services, Texas Woman's University IT help desk launched a knowledgebase self-service solution, Just Ask I.T. The success of Just Ask I.T. led to a broader self-service approach on an enterprise level, with Ask TWU emerging the next year. Strategically, Ask TWU provided a customer service solution leveraging knowledge and self-service for all students, faculty, and staff at TWU. | | View this resource: | |
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