Put Away the Notebook: Cutting Edge Knowledge Management in the Twenty-First Century

Overview In just the past decade, knowledge management software has grown in sophistication, utility, and power, and is slowly reshaping how the entire support world captures, reuses and delivers solutions to customers. Knowledge management is fast becoming a professional field in its own right, and the development of Knowledge-Centered Support (KCS) is teaching support centers how to impact problem resolution in shorter amounts of time than was ever imagined just five years ago. When people, processes and technology combine with knowledge management tools and the concepts of KCS, an environment is created which is customer oriented, knowledge-centered, and effective.

This HDI white paper, provided by FrontRange, discusses the concepts of knowledge management and KCS, and how their collaboration leads to improved support-analyst productivity and effective support center service. This paper also reveals how FrontRange Knowledge Management can assist in this collaboration to produce the desired customer oriented, knowledge-centered, and effective support environment.