Season Kickoff Event
Best Practices within Service Management
Details: Knowledge Management Best Practices within Service Management
Knowledge management is an absolute requirement to improve efficiencies and enable an organization to expand its services or deliver different types of services. Yet often it is considered optional, and either not done at all or not done well. Knowledge management is more than just the creation of a knowledge base and the use of a tool – it’s a critical process for capturing the assets of an organization. Through this workshop, you’ll gain a practical understanding of how to properly integrate the capture, structure, and re-use of knowledge into the incident management process so as to improve service effectiveness and efficiency. We’ll discuss the challenges of implementing knowledge management, and how you can successfully get others to support this initiative.
Key Takeaways: In this session you will…
- Learn how to capture knowledge in the context of the customer
- Understand that knowledge must be useable, findable, and structured consistently
- Discover the dynamic nature of knowledge, and its life-cycle
- Understand that perfection is neither required nor desirable
You will leave this session with a foundational understanding of best practice methodologies in knowledge management which will allow you to move forward – or improve – a knowledge management program in your organization.
Speaker: Rick Joslin, Executive Director of Certification & Training for HDI
About the Speaker:
Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development and delivery of HDI’s training and certification offerings. He is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Formerly, Rick was the VP of Custome r Care, VP of RightAnswers.com, and VP of Knowledge Engineering for ServiceWare. R ick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model, and the Knowledge Management chapter in the HDI Service and Support Handbook. Rick is a regular speaker at industry events.
HDI Premier Awards Sponsor: Robert Half TechnologyHDI proudly acknowledges Robert Half Technology as the exclusive sponsor of the HDI Awards program. Robert Half Technology has held this sponsorship since 2004, and since this time has given award finalists the opportunity to be honored as leaders within the technical service and support industry, attend the industry’s leading conference, understand more about their industry, and network with peers from around the globe. With more than 100 locations in North America and Europe, Robert Half Technology is a leading provider of technology professionals for initiatives ranging from web development and multiplatform systems integration to network security and technical support. Robert Half Technology offers online job-search services at www.rht.com.