Lær hvordan kunnskapshåndtering er integrert med ITIL-prosesser for å maksimere verdien og hvordan du tilfredsstiller dine kunder, dine ansatte og behovene til organisasjonen din ved å gjøre mer med mindre.
It is no longer good enough to answer the phone quickly. Success cannot be achieved by hiring friendly customer service-oriented people to care for customers. While you need to be both responsive and friendly, you must provide the correct answers and resolutions quickly. Having the right people, processes, and technology in place is not good enough. Without knowledge, you cannot be successful. Service management organizations need to integrate the ITIL® framework with the Knowledge Centered Service (KCS®) methodology to achieve maximum success in serving their customers.