What is the Difference Between the ITS Service Catalog and Knowledge Base?

Question

What is the difference between the ITS Service Catalog and Knowledge Base?

Answer

Information Technology Services (ITS) uses the TeamDynamix (bgsu.teamdynamix.com) application to manage its IT services and self-help articles. TeamDynamix is separated into two parts: Service Catalog (select Services from the top navigation menu) and Knowledge Base (select Knowledge Base from the top navigation menu). One of the main differences between the Service Catalog and Knowledge Base it that the Knowledge Base does not include request forms. The Service Catalog is where you make requests, and Knowledge Base is where you go for information/help.

Additional information about the Service Catalog and Knowledge Base is detailed below.

Service Catalog

The Service Catalog houses the university's IT-related processes/solutions that users can request by submitting a form. To be added to the Service Catalog, the IT request must require the involvement of ITS, must be repetitive (something requested regularly, or multiple times per year) and something that can be standardized via a form.

Services are most commonly one of the following:

  1. Request for service delivery ACTION.
  2.  Request for INFORMATION.
  3. Request for a PROVISION of a resource/service.
  4. Request for ACCESS to a resource/service.

Knowledge Base

The Knowledge Base is a library of self-help documentation including informational, troubleshooting and how-to articles designed to assist users with solving problems or finding needed information on their own. Knowledge Base articles provide the answers to frequently asked BGSU technology questions by providing step-by-step written instructions or videos, links to external sites, detailed information/explanations, etc. 

For additional assistance, please contact Information Technology Services at 419-372-0999 or through chat.

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