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Conference Presentation

Transforming Knowledge Management: Hot KM Trends

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Knowledge management strategies have expanded far beyond the traditional support knowledgebase. Not only have all service disciplines, including field services and professional services, begun focusing on knowledge, but multiple industry trends, including collaboration, communities, and expertise management, are all transforming how companies capture, share, and maintain tacit knowledge. In this session, find out the results of TSIA's 2014 Knowledge Management survey, with a focus on Pacesetter practices such as:

  • Incorporating unified search technology to index and search multiple content repositories.
  • Capturing knowledge at the end of customer projects, including PS engagements.
  • Leveraging video to increase knowledge consumption.

In addition, find out industry averages for key operational metrics and processes, such as time to publish, mobile access, knowledge centered support (KCS) adherence, and knowledge staffing levels.


Presented By:

John Ragsdale

Vice President, Technology and Social Research, TSIA

Publish Date: October 22, 2014

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