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WIKI Based Knowledge Base for IT Support in Queensland Health

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WIKI Based Knowledge Base for IT Support in Queensland Health

Provider: Tony Browne Consulting

Customer References: 0

Solution

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Quick Summary

Provide an Open Source knowledge Base and Collaboration tool using Mindtouch DekiWiki. The knowledge base allows all ICT Support staff to contribute ICT support information while still keeping excellent audit trails of page changes and roll back functionaility.

The key points are

This knowledge was much more open than the previous database which required system administrators within the Info Service Centre to maintain and update information. Due to this fact, other support staff across the organisation rarely provided valuable information to the Info Service Centre. This meant for a lot of services, the support staff on the phone were "flying blind" when attempting to support them. The difficulty in updating this information also meant many disparate information sources were scattered across the organisation.

Solution Categories

  1. Healthcare - General Healthcare
  2. Government - Healthcare
  3. Info Tech/Comms/SW/Computing - Knowledge Centric Support
  • Once centralised knowledge base which could be updated by any support staff.
  • Dedicated spaces for support teams to create their own data
  • Full audit trail and roll back functionaility for changes being made to the site
  • Reports detailing pages requiring review and updating
  • Cross referencing and hyperlinking within the knowledge base and to external knowledge sources.
  • Higher call resolution rate at the Service Centre
  • Faster resolution times for ICT problems and incidents due to contact and support information being readily available = less downtime for the business.

Customer pre-requisites for successful implementation

You promote the site and get people on board and comfortable with the thought of anyone being able to edit and update support information and processes.

Having a method where peers can tag pages which require review or update is critical.

Open Sourced knowledge base using Mindtouch DekiWiki


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Solution Contact

Name: Tony Browne

Phone: 61 413644522

Solution Website: http://www.linkedin.com/in/tonybrowne

Contact the Solution Provider

Solution Provider Details

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Company name: Tony Browne Consulting

Address: 36 Paris Ave, Morningside

Post / Zip Code: 4170

Suburb / City: Brisbane

Country: Australia

Phone: 61 413 644 522

Solution Provider Website: http://www.linkedin.com/in/tonybrowne

About

Tony has been in the IT industry for 20 years, improving businesses with a primary focus on pragmatic improvement of people and process. Tony has played a key leadership role in transforming ICT Service Delivery in a number of large and medium sized organisations and delivering large multi million dollar projects.

Tony Browne’s Specialties:

Tony has a masters accreditation in ITIL - IT Service Management. A global standard used widely across the IT industry. He also holds accreditation in PRINCE2 Project Management