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Top ten reasons why Knowledge Management initiatives fail

When data, information, and knowledge continue to grow within organizations, knowledge is updated less frequently and becomes less relevant. Employees and external clients then find it increasingly difficult to find relevant knowledge when they need it. To prevent common failures in the implementation of Knowledge Management and to ensure that it supports the company’s strategic […]


Using KCS principles to improve self-service

This whitepaper shows how support organizations can use KCS (Knowledge-Centered Service) principles to improve their self service and keep up with increasing demands on the service desk. In this whitepaper we will guide you through the main principles of KCS: Principle 1: Create content as a by-product of solving problems Principle 2: Evolve content based […]


The hero is the king – not content

This is a four-step guide on how to make your self service knowledge base a success and one of your must valuable assets. This guide is aimed at those who want to enhance an existing knowledge base as well as those who are planning for a new knowledge solution. Your self-service knowledge base is never […]


Using Self Service and KCS to reduce support cost

Self-service coupled with an effective Knowledge Management software tool will be instrumental in evolving your support model and empowering the service desk and users to be more effective in restoring normal service operation as quickly as possible. It will also dramatically reduce the overall support cost. A support organization with 10,000 transactions per month can […]