Overview

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 webinar, 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.

Benefits

The webinar will help the participants to:

• Understand the Concepts and Framework of KCS
• Imbibe the Best practices in Knowledge management
• Appreciate Benefits seen due to deployment of structured KCS systems

Webinar Outline

The webinar would cover the following main areas:

• Knowledge engineering
• KCS Best practices
• Framework for KCS
• Structuring knowledge

Audience

This webinar would be useful for:

• Service desk and service support Managers, Supervisors, L2 / L1 support professional
• ITIL Certified professionals
• IT IS professionals

Pre-requisites:

• NIL

Suggested Pre-Readings:

• NIL