June 2025 CIO Update
Summer is now in full swing, with TS teams working to complete multiple projects in time for the start of the fall semester. Applications are being developed and enhanced, classrooms are being refreshed, and infrastructure is being upgraded. We also have teams working on processing pay increases and preparing for fiscal year end closing. Of course, this happens as we continue all of our normal operations and hopefully get some summer vacation time on the books. For this month’s entry, I’d like to highlight our knowledge management initiative as well as report on a successful event held in May.
The VCU IT Knowledge Base – It all starts with search
This spring, a team of VCU Technology Services (VCU TS) knowledge experts launched the VCU IT Knowledge Base. Years in the making and the result of team members hard work across many VCU TS departments, this is the foundation of our desire to provide a better experience for the VCU community. Our other support pathways, including the IT Support Center and RamsCentral, will still exist to provide excellent support as always, but we want to give community members the tools to find answers themselves right when they need it.
This is accomplished through the implementation of a knowledge management framework called Knowledge-Centered Service, or KCS. It’s all about capturing and improving knowledge as work happens — when a tech support agent or service owner solves a new issue, we make sure that solution is documented, searchable, and reused.
→ VCU Technology Services joins a large family of KCS-aligned organizations. These are just a few examples.
KCS enables Technology Services to provide faculty, staff, students, and community members with up-to-the-minute solutions that are easy to find and available exactly when they need it most. KCS-based knowledge management uses our team members’ expertise along with community feedback to build a knowledge base that enables quick and accurate solutions for common issues. With KCS, everyone will benefit from more effective support and access to a robust collection of consistently updated solutions, tailored to their needs just when they need it.
The VCU IT Knowledge Base tool was selected to provide a comprehensive platform that optimizes our investment in knowledge management. This tool is deeply integrated with KCS practices, encompassing knowledge quality assurance, content standardization, and analyst coaching. This service delivers a complete solution, enabling seamless knowledge delivery across all our channels.
It all starts with a search. The knowledge base is built on natural language and understands what you mean when you write it. Just type what you need and let the knowledge management service provide the answer.
The VCU IT Knowledge Base service is already integrated with RamsCentral, enabling our analysts to find and apply knowledge articles during support interactions quickly. We’re working to expand these integrations to make support even more seamless. In the future, community members can get answers from the knowledge base by chatting with us on our website, bringing our collective knowledge right to where people need it most. Furthermore, articles will be automatically surfaced during ticket submission, helping community members find answers without waiting. We’ll also make it possible to create new articles directly from ticket resolutions, ensuring that helpful solutions are captured and shared as part of our regular workflow.
The launch of the VCU IT Knowledge Base marks a major step forward in how we support our community. By embracing the KCS methodology and investing in tools that are based on the VCU IT Knowledge Base service, we’re not just improving our processes — we’re building a smarter, more responsive support ecosystem. As our knowledge base grows and integrations deepen, we’re making it easier than ever for students, faculty, and staff to find the help they need from wherever they are. This is only the beginning, and we’re excited to keep evolving in step with the needs of VCU.
Dell Roadshow
In May, Dell and VCU TS hosted a product roadshow at the Student Commons, bringing together members of VCU’s IT community from across both campuses. With thirty attendees, the event provided an in-depth look at Dell’s latest product lineup, including updates on naming conventions, configuration options, and chip availability for current and upcoming models through the fall.
Attendees had the opportunity to get hands-on with several new Dell models, exploring their features firsthand. The event was well received by both the VCU community and Dell, reflecting strong interest, especially after a two-year event hiatus. The pent-up demand for insights into Dell’s offerings was evident, reinforcing the value of such engagements.
Building on this momentum, Dell has committed to hosting more events, including virtual open house sessions. Plans are underway to schedule these hour-long virtual sessions in the coming months, ensuring continued access to the latest updates and product insights.
As always, thanks to the ecellent teams in Technology Services and across the IT community at VCU for all you do! Best wished for a most excellent summer!
Alex