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Knowledge management is one of the few technology areas shared across all service disciplines. Though support operations have had tools and processes in place to capture and share knowledge since the 1990s, today other service divisions are pursuing initiatives to better capture tacit knowledge learned during customer implementations, training classes and onsite repair visits. However, the knowledge practices of support are often labeled overly complex by outside groups, and both maturing technology and changing demographics are forcing companies to identify new approaches to knowledge and content management.
VP Research, Technology and Social, TSIA
Publish Date: March 4, 2014
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Peg Rodarmel, SVP, Subscription Services, Infor
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