| Peterborough Regional College
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Background:
Peterborough Regional College is a major college of further and
higher education situated in an attractive and extensive site near
the centre of the cathedral city of Peterborough. The college
delivers high quality education and training to over 15,000 students
annually and offers courses at all levels from short, introductory
courses up to full degrees and postgraduate training. Peterborough
Regional College has achieved an excellent OFSTED / ALI inspection,
placing it in the top 5% of general FE colleges nationally, and has
won prestigious awards for marketing and publicity, their catering
training restaurant and, uniquely, successive Helena Kennedy Awards
for student achievement. The College's mission is to achieve
'Success in a caring college'.
Situation:
The IT department maintains the college's PC's (over 1020) ,
representing 15,000 users. Managing a network of this size is
complex and requires strong collaboration among the IT team members.
The team needed a central place to store information about IT
procedures, general documentation, and network information. While
the college did have an internal Intranet in place, it was not
searchable so retrieving information was very time consuming.
Because of the retrieval problems the system was underutilized for
IT support issues and valuable information was not documented. The
team needed a searchable central repository for their IT
documentation.
Strategy:
Peterborough Regional College selected the Novo Knowledge Base. Once
the quick and easy installation process was complete, the staff
began to create articles and to capture documentation based on known
issues. Articles were organized and placed into the appropriate
user-defined categories, and the built in editor allowed content to
be typed in, or copy/pasted from existing documents. The software
also provided the college's IT staff the ability to include file
attachments and images such as screenshots throughout their
documentation. Articles could also be linked to other "related
articles" to aid the searcher in finding additional relevant
information.
Results:
The IT department states, "The Novo Knowledge Base has proved
an invaluable tool for the IT department". Now knowledge is not
simply retained in the mind of an employee, but is documented and
shared for all team members to gain from. IT best practices are now
recorded for future use and all of this information is available on
demand. The simple to use search tool has provided standard and
advanced search capabilities, so focused results can be quickly
served to any user.
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