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Knowledge Management White Papers

Ten Principles for Knowledge Management Success

Overview Although Knowledge Management (KM) is as an enterprise-wide goal, many companies find success if they kickoff an initiative in one department and then extend the practices throughout other parts of the organization. This paper will outline those practices that help ensure a successful KM initiative within the IT help desk or customer contact center. Often KM practices relating to service and support can be defined as knowledge-powered problem resolution, using a knowledge base, knowledge sharing, collaboration and knowledge reuse to efficiently solve customer questions.

Further White Paper Details
Publisher	ServiceWare Technologies	File Format	PDF
Date Published	September 2003	Downloads	31
Format	White Papers
Topics	Knowledge Management

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