Presentation on theme: "Augmenting Knowledge-Centered Support with Proactive Knowledge Management Knowledge-Centered Support (KCS) is recognized as the set of knowledge management."— Presentation transcript:
1 Augmenting Knowledge-Centered Support with Proactive Knowledge Management Knowledge-Centered Support (KCS) is recognized as the set of knowledge management (KM) best practices within service management. KCS complements ITIL by integrating knowledge management into incident management and problem management processes. While KCS success stories are growing in number, KCS is reactive knowledge management and should be augmented with proactive knowledge management. In this session, we will discover how to integrate knowledge management more deeply into problem and release management, learn how to augment KCS with proactive knowledge management, and identify ways to leverage the KCS foundation to implement proactive knowledge management. Rick will also share tips for selecting the knowledge that should be developed and creating troubleshooting trees.Session 803: Augmenting Knowledge-Centered Support with Proactive Knowledge Management
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