DESCRIPTION
Collective Wisdom: Transforming Support with Knowledge, the first book on knowledge management for the support industry, provides IT service and support professionals with a comprehensive guide to implementing knowledge management in the support environment. Authors Françoise Tourniaire and David Kay address the following topics:

· How to create and maintain knowledge
· How to deliver knowledge inside the support center and through self-service
· How to organize and staff for knowledge management
· How to understand, select and implement technology
· How to measure knowledge management
· What the future holds for knowledge management and support
· How to make self-service work

TOPIC
Books