This Knowledge Management best-practices course will provide support centre supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Service that creates and maintains knowledge as a by-product of the incident management process.

What You Will Learn

• How to efficiently reuse, improve, maintain and create quality, easy-to-find knowledge articles
• A process for monitoring the quality of knowledge
• Ways to motivate staff to use the knowledge management practices and to effectively assess individual and team contributions
• How you can minimize or eliminate the need for a knowledge engineering function
• How to articulate the value of knowledge management practices for your organization
• A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
• How to identify and avoid the common pitfalls associated with knowledge management

Who Should Attend?

• Support professionals and project managers who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program
• Individuals who are preparing for the Knowledge-Centered Service Principles

Cancellation and Transfer Policy

PLEASE NOTE:
This course is real time instructor- led but held VIRTUALLY so all you need is a computer or laptop with internet capabilities. A headphone/speaker is also recommended if you have them available.

Venue: VIRTUAL Instructor-Led Course
Starting: 9:00 AM
Email Enquiries: [email protected]