1. Bringing KCS front-of-mind with prototype workflows in Service Operations Workspace

Presenter: Q. Peiffer
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At DELTA, we employ KCS as a strategy for knowledge management. But between in-depth consultations, project work, and involved committees, how do we navigate onboarding from familiar workflows to challenging but rewarding new pathways? DELTA’s LearnTech Help Desk is piloting a new workflow in Service Operations Workspace that enables us to quickly and efficiently manage knowledge work side-by-side with incident management, allowing us to directly tie incident work to new and updated articles, improving time-to-resolution, time-to-publish, and creating new metrics to measure our success.

This 10-minute presentation will show a demonstration of DELTA LearnTech’s prototype KCS workflow using incidents, knowledge base articles, and Knowledge Feedback Tasks. Participants should leave this session with more information about a ServiceNow workflow that could improve management of knowledge work alongside incident work. We’ll also describe the impacts it’s had on individual analysts, and the potential benefits for managers and support teams.

2. WCAG 2.1 AA in Higher Education: Practical Accessibility for University IT Teams

Presenter: Rebecca Sitton
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University IT teams support a wide range of digital systems that must be accessible to students, faculty, staff, and the public. WCAG 2.1 Level AA is the current standard adopted by the ADA and NC State for compliance. IT professionals face challenges in interpreting and applying guidelines across complex, decentralized system

This session translates WCAG 2.1 AA into practical, higher-education–focused guidance. Attendees will gain a clear understanding of the standard, see how it applies to common university technologies (websites, LMS platforms, portals, and custom applications), and learn how to integrate accessibility into daily IT workflows without disrupting academic or administrative operations.