Definición e implementación del modelo de gestión de conocimiento para las áreas de soporte de TI de la Universidad Distrital Francisco José de Caldas

Abstract

The main objective of this internship was the definition and implementation of a knowledge management model that solves these deficiencies, providing a clear structure for the capture, organization and distribution of knowledge in the support departments. For this purpose, WIKI.JS was selected as the technological platform on which the knowledge base was built, due to its flexibility, ease of use and capacity of integration with the specific needs of the IT area. The implemented model not only sought to recover lost information, but also to improve the accessibility and usability of the accumulated knowledge, which allowed the people of the IT advisory office to quickly access documented solutions, optimizing the response time and guaranteeing the quality of service. This document details the development of the internship, from the initial diagnosis to the implementation of solutions and final recommendations to ensure the continuity and continuous improvement of the knowledge management system in the IT support department.