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If You Build It, Will They Come? A Collaborative Framework to Share IT Knowledge
Tuesday
Mar 9th, 2010
8:30 AM - 9:20 AM
Room 550
Session Type: IT Support Services
IT support providers and end users both want similar things: fast and easy access to up-to-date IT information and solutions. Why not contribute to and share the same IT knowledge resource? At MIT, we did just that. In 2008 a project was launched to broaden an existing help desk internal knowledge base to an institute-wide IT help system, integrating contributions from IT support organizations around MIT and providing role-based access control. A year into the new shared environment, we have success stories, lessons learned, and excitement about making this valuable resource even better to share.
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