In April of 2019, the IT Help Desk, in partnership with our internal ITSM business analyst team, was given the go ahead to investigate Cherwell's two knowledge-base tools for possible implementation with an IT self-service portal. We will present the fast-paced steps the IT Help Desk staff took to prepare, select, design, pilot, adopt, and implement the KCS methodology for the start of the academic year and the IT Services portal. We will discuss the benefits and pitfalls to this fast-paced implementation, where we are today in the process, and how we hope to grow and evolve the knowledge-base in the future.
