Trần Văn MườiIT Manager · Khang Thong Group
The program provides practical management knowledge, helps shape career development, offers implementation tools, and provides continued support after the course.”
IT Knowledge Base Development & Management
Build an IT knowledge system covering capture, classification, storage, review, sharing, use, measurement, and continual improvement of the Knowledge Base.
Table of Contents
1Course Overview
An effective IT knowledge system is critical to improving management, operations, and decision-making across the enterprise. A well-managed knowledge base captures, organizes, and shares technical information, incident-resolution experience, operating guidance, and standard procedures. This reduces errors, shortens training time, and improves IT team productivity while supporting resilience, continual improvement, and operational continuity, thereby strengthening governance and strategic value.
Infochief Academy’s “IT Knowledge Base Development & Management” course equips learners with practical skills to capture, organize, store, and share knowledge within the IT function. Learners develop approaches to designing and operating a knowledge system, building repositories for operating guidance, incident handling, and standard procedures, and applying continual improvement methods to increase productivity, resilience, and continuity of IT operations.
Duration2 days / 4 sessions
Delivery FormatIn-house
LevelKnowledge Management
CertificationCourse Completion Certificate
2Training Objectives
- Understand the role and benefits of an IT knowledge system in the enterprise.
- Capture, classify, and store technical knowledge and IT processes.
- Build a knowledge repository for operating guidance, incident resolution, and service management.
- Implement a knowledge system that supports effective information sharing and rapid access.
- Apply continual improvement methods to update and maintain knowledge.
- Improve productivity, reduce errors, and shorten training time.
- Support resilience, decision-making, and continuity of IT operations.
3Target Participants
1. Heads of IT / IT Managers
2. System / Network Administrators
3. Database Administrators
4. IT Security Specialists
5. IT Support / Helpdesk Staff
6. IT Knowledge / Documentation Staff
7. Members of the IT Process Improvement Team
8. Personnel responsible for internal IT training and user guidance.
4Course Content
Part 1:Introduction and Foundations of an IT Knowledge System
- Concepts, roles, and benefits of an IT knowledge system
- Types of knowledge: technical knowledge, processes, and operating guidance
- Enterprise knowledge management model
- Knowledge capture, organization, and update lifecycle
- Case example: storing network incident resolution guidance
- Practice: identify and classify existing knowledge
Part 2:Knowledge Capture, Storage, and Organization
- Information capture and review process
- Methods for classifying and structuring knowledge
- Techniques for storing data and knowledge repositories
- Version management and information access model
- Case example: build a knowledge repository for the IT support team
- Practice: create a sample knowledge database and define access permissions
Part 3:Sharing and Applying Knowledge in IT Operations
- Knowledge sharing and distribution process
- Tools and platforms supporting information access
- Internal guidance and training techniques
- Model for applying knowledge to incident handling and service management
- Case example: use knowledge to reduce system recovery time
- Practice: apply knowledge in a realistic incident scenario
Part 4:Evaluating and Improving the Knowledge System
- Process for evaluating knowledge quality and effectiveness
- Methods for capturing lessons learned and updating new information
- Techniques for measuring knowledge usage and value
- Continual improvement model for maintaining the Knowledge Base
- Case example: improve the knowledge system after a major incident
- Practice: assess the existing knowledge system and recommend improvements.
5Training Methodology
30% theory – 70% practice. The instructor presents the knowledge framework concisely, followed by discussions, case studies, self-assessments, scenario-based exercises, and action planning to strengthen workplace application.
6Class Information & Enrollment
In-house Training
| Duration | Class Size | Tuition Fee |
|---|---|---|
| 2 days / 4 sessions | Up to 35 learners/class | VND 48,500,000 / class conducted at the organization’s factory or office. |
Other costs (if applicable): Depending on the training location, the instructor’s travel and accommodation expenses may be charged separately.
Request In-house Consultation →7Learning Materials & Certification
Infochief Course Materials
Vietnamese course materials for each module, English reference materials, and sample practical exercises.
IT Templates & Toolkits
Forms, Checklists, Templates, Scorecards, Procedures, Flowcharts, Guidance, Samples, Rules, Policies, Questionnaires, Assessments, and Comparison Charts.
Explore the Toolkits →
Course Completion Certificate
Learners who complete the program will receive a course completion certificate from Infochief Academy.
Certification Information →8Learner Testimonials
Lê Nguyễn Thanh HaiIT Manager · PV Trans
The systematic management content, together with toolkits, processes, and templates, gives learners a stronger foundation for implementing IT plans professionally.”
Đỗ Ngọc MinhIT Manager · Hospital for Tropical Diseases
The course helps systematize existing knowledge and adds practical lessons that are useful for day-to-day IT management.”
Lê Phi NhiênIT Manager · ALTUS
The highly practical content, open learning environment, and professional peer community provide a strong foundation for long-term management development.”
9Featured Clients
Completion of Professional Helpdesk Skills Level 1 training for CMC Saigon System Integration.
Completion of Professional Helpdesk Skills training for Techcombank Vietnam’s IT Support Center.
IT Service Management training for the IT Department of International School Ho Chi Minh City.
Completion ceremony for the IT Management and Operations course at Cam Ranh International Terminal Joint Stock Company, Cam Ranh City.
IT Operations Administration training for the IT Center of Hai Phong Port.
Completion of the ITIL 4 Foundation course at BVIS International School, Hanoi.