In the last reading, we discussed the events leading up to the search of a platform to match the needs of a growing corporation. The meeting held to achieve this goal resulted in the enlisting of the CTI to partner in providing a stable solution, the journey begun with the use of Awesome Support which was essentially able to meet several requirements, however as time went by and the needs of the organisation grew, the search was continued…
This search led to the discovery of Atlassian, this platform met the needs of the department and organisation at large however, with unfamiliarity came the need to spend time learning how it works and adding in the functionalities aligning with the main objectives.
This time can be considered the tech revolution of APU as it saw many changes in the way tasks are handled across the whole compass, it started with what we would call a”Soft Launch” back in 2017. The idea was to slowly integrate processes such as email piping without disrupting too much of what was already working at the time, awesome support with APIX(later to be superseded by the Knowledge Base you know today).
As requests were slowly being taken care of, departments were then required to participate in this slow shift by providing information to be included as referential points when handling requests. One example of this would be the provision of an FAQ by the Admin department where they provided answers to various questions/curiosities. Departments were also expected to send in their requests to the central “Assist” email as well in order to sufficiently address varying requests. This posed a challenge as it was a change to the familiar and thus the team worked hard to ensure awareness of the new way of sending in requests as well as advertise the advantages of this new practice as well.
This was to be considered the early stages of populating the knowledge base as it plays a vital role towards certain standards set in place from the beginning, now known as Service Level Agreements(to be explained in more detail a little later). Other ways the knowledge Base was populated was by other departments contributing their own information regarding anything from Visa assistance to application awareness such as the use of the library system. It was also the CTI members who would document everything they do into the knowledge base as both, a personal and public way of accessing information on how something was or can be achieved. All other articles were and continue to be done on the go and even ahead of inquiries to ensure little to no friction when it comes to needing certain information. As time went by, the team continued to make improvements as they worked towards a release date, should everything go as planned…