Organisation: IHS Support Solutions
Category: Knowledge Management
Description: Course Description
This course presents a balanced picture of the KM adoption process and provides a roadmap for success. A winning KM strategy requires a full consideration of at least four distinct aspects of adoption:
People - The impact on the individuals and the culture taking on KM as a tool for organizational effectiveness
Process - How and where KM fits into the service desk workflow and process
Content - What high-value "knowledge" looks like in your organization where it resides and how "good" content is differentiated from bad content
Technology - The software infrastructure where the knowledge base will be maintained and the tools to deliver knowledge to subject matter experts, analysts and (often) end users in the context of customer interactions. today’s fast-paced support industry, it is essential to know how to leverage an organization’s knowledge. This two-day course will review the methodologies and strategies for incorporating Knowledge Management in your organization.
Who Should Attend
The course is designed for support professionals that will play an active or supportive role in a Knowledge Management implementation. Any support organization that is considering implementing KM, is in the process of implementing, or has implemented and is struggling with their implementation. The course does is not aligned with a specific technology and does not discuss specific vendor solutions. The course is well designed for first-level managers, supervisors, and project leaders that have responsibility for the KM implementation. Individuals that will be knowledge engineers for the support center will also benefit from the many tips shared and by having a broader understanding of knowledge management.
Price: NA
Contact: IHS Support Solutions
432 Park Avenue South, 4th floor
New York, NY 10016-8013
email:
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