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Knowledge Sourcing in IT Support Services
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Workman, Sue B. – New Directions for Higher Education, 2011
Indiana University (IU) provides great support for the technology the community needs to teach, learn, and conduct research. Rather than limiting support by defining a rigid support matrix, IU has chosen instead to utilize knowledge management technology to provide self-service for repetitive information technology (IT) questions, and focus…
Descriptors: Knowledge Management, Information Technology, Educational Technology, Human Resources