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ICT50220 Diploma of Information TechnologyICTDBS505Monitor and improve knowledgemanagement systemsADAM SAVAGEPage | 1Prepared on: 20/07/2022Version 1.0
ICT50220 Diploma of Information TechnologyDocument InformationSummaryQualificationICT50220 - Diploma of Information TechnologyUnitICTDBS505 - Monitor and improve knowledge management systemsUnit TypeElectiveDocument ControlRevisionNo.LastAmendedAuthorReason For Amendment1.020/07/2022Adam SavageDocument CreationPage | 2Prepared on: 20/07/2022Version 1.0
ICT50220 Diploma of Information Technology1. Prepare to improve knowledge management system1.1 Identify and document structure and operation of existing organisational knowledgemanagement system
1.2 Determine organisational knowledge management system information requirementsWithin my current organisation, as we manage a cloud datacentre platform for 100+ clients, providing servicessuch as security, cloud hosting, managed backups, and disaster recovery, it is essential that we have anexcellent knowledge management system. A knowledge management system is an essential tool for anycompany to capture, organize, and analyse information. For our organisation an effective knowledgemanagement system enables improved collaboration, decision making, problem solving, communication,innovation, and time management among employees and translates to a more efficient and satisfactorycustomer experience.Information captured within our knowledge management system will include company documents; datarelated to product development, presentation decks, product feature breakdowns, case studies, and bestpractices. A knowledge management system can also be used as a historical library that captures personnelinformation, org-wide company news, system update and a secure location for password store.It is also an essential requirement that the knowledge management system can integrate with our companysystems used for client contract information, ticket management and sales information, ConnectWise Manage,and for our device configuration information, ConnectWise Automate. With its primary role to capture all thecompany’s information and expertise, and create a single source of truth, transforming that information intoemployee knowledge seamlessly accessible within their workflows.Having an effective knowledge management system, we hope will set up a knowledge driven culture that canhelp boost effectiveness, improve customer experiences, and give our team back time they have previously hadto spend hunting down the information they need to do their job.Key Feature RequirementsThrough years of working within a very fast paced and high-performance driven environments, I believe thatwhen it comes to choosing a knowledge management system, you want a software that captures theinformation you need from a wide variety of sources and ensures fast, accurate, relevant search results for yourusers. The ideal knowledge management system should also allow for us to easily migrate existing knowledgeand content, add and update content as needed.Even when team members are working remotely, spread throughout the country or the globe, the knowledgemanagement system should be able to deliver the knowledge for each of our employees needs wherever theyare working, without the need for a time-consuming and complicated search process. The most effectiveknowledge management systems can also be customized based on users’ needs and include features thatencourage interaction and collaboration.Below are the key features that I believe need to be considered when it comes to choosing the right system.
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