Conference Presentation

Breaking the Rules: New Approaches to a Global KCS Launch

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

SAP Ariba rolled out KCS in 2018. That's not unique, but the approach they took is.  Their knowledge management strategy centered around in-product integration, what TSIA calls "Self-Service 2.0", which required a different approach to tagging content.   Rather than taking the usual "start all new initiatives in headquarters," they started with a Central European office, knowing that once change had taken root there, other offices (including the North America headquarters) would follow more easily. Also, rather than taking the easy and conventional approach of using an out-of-the-box knowledge management technology system, they benefited from an in-house knowledge tool that could flexibly accommodate their needs with an effective, agile development team.   In this interactive session, you'll learn what worked, what SAP Ariba would do differently, and what results they've seen. And perhaps you'll learn some rules you can break in your own KCS implementation. 

Presented By:

David Kay

Principal, DB Kay & Associates

Publish Date: May 8, 2019

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.