Knowledge Management (KM) has enjoyed something of a chequered history in the corporate arena, with many early implementations failing to live up to full expectations. This is perhaps unsurprising given the high hopes for KM and the practical difficulties that many organizations experienced when trying to effectively create, capture, organize, access and use knowledge. This paper argues that part of the problem historically has been the deployment of KM systems either as standalone applications or in environments where the business benefit was relatively low. As technology has progressed to a point where many of the knowledge capture, storage and retrieval problems have been solved, KM is now emerging as an important competitive differentiator in specific deployment scenarios, including most notably service desk functions.
Did you find this white paper useful?
26 out of 50 users found this white paper useful
Related white papers
VMware Makes Customer Support Easier at ExcelNet
ExcelNet is a rapidly growing ISP offering Internet dial-up access, Web hosting, dedicated bandwidth, and mail-list hosting. Before using VMware, ExcelNet used a commercial software tool for managing dual-booting, but...
Microsoft Certified IT Professional: Enterprise Support Technician Boot Camp
Become certified on Windows Vista. Description: This Boot Camp provides the opportunity for IT professionals new to Vista to obtain Microsoft Certified Technology Specialist (MCTS): Windows Vista, Configuration certification and Microsoft Certified...
Microsoft Windows XP Desktop Support Boot Camp
Become certified to support Microsoft Windows XP users in just 4 days. Description: The MCDST certification is a de facto credential for IT support skills declared by the National Workforce Center for...
The Business of Online Support - Achieving Your Competitive Support Advantage
Today's enterprises are increasingly turning to real time web-enabled technology as the primary means to reduce support costs and increase customer satisfaction. This white paper explores how the optimum web...
Build It or Buy It? Deciding How to Automate Your Service Desk
Developing software in-house involves a long-term commitment of time and money from developers that already have too much to do and not enough time to do it. If you decide to...
Trialware: Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support
Now you can sit at your desk and solve the toughest support problems, remotely. Sure, you can visit all your employees or customers and solve their support issues at their...
Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup
Keep your internal customers, support and development teams informed--from first call to final fix--with insight at every step along the way. View this Serena webinar to see how Business Mashups...
