This workshop introduces a framework for Knowledge Management and describes essential activities, outcomes, metrics and the roles and responsibilities of individuals and teams.
ServiceXRG defines Knowledge Management as the process of capturing, enhancing and reusing the knowledge and expertise gained from creating, using, and supporting a product.
The output from a Knowledge Management process will enable effective knowledge transfer to customers, partners and employees through self-service and assisted means.
This workshop may be presented by ServiceXRG experts or downloaded and used as a self-paced guide.
This workshop covers the following topics:
- Define world-class Knowledge Management
- Provide a research-based perspective on Knowledge Management practices
- Define key practices, metrics and roles
- Offer actionable advice on building a world-class Knowledge Management capability