Research Report

The State of Knowledge Management: 2016

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This is the fourth year TSIA Research has conducted a knowledge management best practices survey. Though the topic may be firmly rooted in support services, there is growing interest in knowledge management from most TSIA disciplines. Field services relies on knowledge management to boost productivity and first-visit fix rates. Education services drives online training tools and content, an increasingly important part of customer portal design. Professional services documents lessons learned during projects to assist consultants doing similar projects in the future.

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

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