ReIT Update #10: IT Knowledge Management

April 13, 2018

One IT Colleagues,

This week’s ReIT progress report is the final in a three-part series focused on IT Knowledge Management work which is part of the Service Catalog Improvement project supporting Strategy 5: Campus User Experience Tactic S5001: Improve the IT Service Catalog informed by UX principles that includes all campus-wide IT services. View the charter for this tactic

The ITSM Knowledge Management initiative is close to its 18-month birthday. We began as a partner in the Service Catalog project in 2016. During that project we realized we could better serve our campus users, and our IT community, if we took a holistic approach to knowledge management.

So what does that mean? In a nutshell, that we will achieve better results if we try to be consistent, thorough and user-friendly across all of the materials we present to campus about our services. Hence we created our “knowledge ecosystem” which includes the Service Catalog as well as the ServiceNow Knowledge Base and any wikis, websites and other documentation a service team creates. More information is available on the IT Knowledge Management website, but here is a visual that helps demonstrate how information flows between the catalog, knowledge base, incident management, and other materials:

Information flow between Service Catalog and Knowledge Base

About a year ago, once the IT Service Catalog launched, we began the current phase of our work. We are developing a community of practice among “knowledge authors” (the people who create the knowledge content) and others who are interested in this work. Come join us, write to

Our work includes developing training materials and templates for authors and editors, developing a set of keywords so we can more easily be consistent and clear to our readers, and implementing a very exciting knowledge management framework called Knowledge Centered Service (KCS). The beauty of KCS is that its continuous improvement model is “many to many” in which the entire campus ecosystem can help improve knowledge in a fairly seamless, low investment manner.  

We are accomplishing our work with quarterly all-hands meetings as well as several workgroups. All Hands meetings are used to forge community, identify priorities, discuss recent work, and agree on our next activities.

Our Controlled Vocabulary Workgroup is analyzing search terms used for, ServiceNow, other technical sources as well as the keywords knowledge authors identified for their services, to develop a list of words we know are relevant and helpful to our users. We will continue to refine and find ways to implement our analysis; this work is never done, is always evolving. John Benedict of CSS IT leads this work with support from Sally Baker, Jon Conhaim, and Traci Young.

Our KCS working group is identifying methods and tools to implement KCS at UC Berkeley. We have begun by identifying small changes the CSS IT Service Desk can make to their processes. We are also working with the ServiceNow team about functionality that can support KCS. Sally Baker, Mark Stuhr, Paula Miranda, David Lee, Adam Zukauckas, and Jon Conhaim are workgroup members.

We plan to create a Communications Workgroup soon.

We need your input. Let us know if you’d like to join in; reach out to it-knowledge-management@lists.berkeley.eduIf you have questions, please email Marlita Kahn, Knowledge Management Functional Owner at


Marlita Kahn, Service Manager, Architecture Platform and Integration

Related Links: IT Knowledge Management | IT Service Catalog |Reimagining IT Strategic Plan | Timeline | Tactics | Progress | Contact | Subscribe to the Re IT Mailing List

Marlita Kahn photo and bio