Where
MBHB | McDonnell Boehnen Hulbert & Berghoff LLP
300 South Wacker Drive Suite 3100
Chicago, IL 60606 312-913-0001
Chicagoland HDI & KM Chicago co-hosted KM event
When: Thursday, September 17th from 11:30AM – 3:00PM
Where: McDonnell Boehnen Hulbert & Berghoff LLP
300 S Wacker Drive Suite 3100 Chicago, Illinois 60606
What: Two presentations focused on Knowledge Management
Rick Joslin is the Executive Director of Certification & Training for HDI.
Rick is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Formerly, Rick was the VP of Customer Care, VP of RightAnswers.com, and VP of Knowledge Engineering for ServiceWare. Rick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model, and the Knowledge Management chapter in the HDI Service and Support Handbook
Title: Knowledge Management Best Practices within Service Management
Abstract: Knowledge management is an absolute requirement to improve efficiencies and enable an organization to expand its services or deliver different types of services. Yet often it is considered optional, and either not done at all or not done well. Knowledge management is more than just the creation of a knowledge base and the use of a tool – it’s a critical process for capturing the assets of an organization. Through this workshop, you’ll gain a practical understanding of how to properly integrate the capture, structure, and re-use of knowledge into the incident management process so as to improve service effectiveness and efficiency. We’ll discuss the challenges of implementing knowledge management, and how you can successfully get others to support this initiative.
Key Takeaways:
You will leave this session with a foundational understanding of best practice methodologies in knowledge management which will allow you to move forward – or improve – a knowledge management program in your organization.
Valeria Hunter will present "Learning Organizations in Practice"
Register today, seating is limited to 60.
This meeting is limited to KM Chicago & HDI members only and is free of charge