KnowledgeBase (KB) - Service Description

This document gives an overview of the KnowledgeBase. It is divided into the following sections:


The KnowledgeBase (KB) is a web-based application for easily creating, displaying, sharing and managing web content. The KnowledgeBase is designed to allow departments and other interested groups to have a central location for storing and maintaining information to share both internally and publicly. An overarching goal of the KB is information sharing and collaboration among KB Partners and stakeholders. The KnowledgeBase is also intended to empower end users to easily find information online.

The KnowledgeBase application is developed and maintained by the DoIT Help Desk with input from a KnowledgeBase Advisory Group.

For additional information, please see: KB User's Guide - General Info - KB Features

KB Partners

There are currently over 300 groups, departments and institutions with their own KnowledgeBase sites. Many of these partners are sharing documentation with other KB Partners rather than creating all new content. If you would like to know who is currently sharing information, please see our list of current campus sites and institution partners.

Support Conditions

KnowledgeBase users are generally comprised of three types of stakeholders:

  • Readers of KB documentation
  • Document owners and authors
  • KnowledgeBase administrators

Readers of KB documentation

Most readers of the KB are likely to have found a specific KnowledgeBase document while searching for a topic using Google or another search engine. As a large amount of KB content is shared publicly and referenced often, public KnowledgeBase documents are often at the top of search rankings for some common problems. This leads to use of the KnowledgeBase by many people, at UW-Madison and beyond.

Document owners and authors

Document owners and authors are members of UW-Madison Help Desk or one of the KB Partner sites. They are typically responsible for the day-to-day upkeep of the documents owned by themselves and/or their group.

KnowledgeBase administrators

The KnowledgeBase administrators are responsible for approving changes to documentation and activating/deactivating documents.


  • Recommended operating systems and browsers: Most KB documentation is accessible using any modern operating system and browser. Admins and authors accessing the administrative environment and some restricted documentation may need to authenticate. UW-Madison utilizes login via NetID Login Service, necessitating the use of a supported browser. See NetID - Recommended Browsers for supported browsers.

  • Eligibility requirements: Publicly accessible documentation is viewable by all users. Internal documentation and the administrative environment require authentication. At UW-Madison, these items are available only to NetID-eligible members of UW-Madison.


The KnowledgeBase content is available 24 hours a day, 7 days a week. Most public documentation is available at, a unified site containing publicly shared documentation from more than 100 partner sites.

Keywords:KB knowledgebase doit support HD internal HD-internal help desk helpdesk documentation documenting web xhtml Service Description knowledge base   Doc ID:9296
Owner:Help Desk KB Team .Group:DoIT Help Desk
Created:2009-03-09 19:00 CDTUpdated:2020-08-13 18:21 CDT
Sites:DoIT Help Desk, DoIT Tech Store, KB User's Guide
Feedback:  178   47