Collective Wisdom: Transforming Support with Knowledge

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9781571259998: Collective Wisdom: Transforming Support with Knowledge
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Collective Wisdom is the first book on knowledge management for the support industry. Collective Wisdom: Transforming Support Through Knowledge provides IT service and support professionals with a comprehensive overview to the role of knowledge management in the support environment. The book addresses: 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.

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Francoise Tourniaire
Published by Help Desk Institute (2006)
ISBN 10: 1571259996 ISBN 13: 9781571259998
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Francoise Tourniaire, David Kay
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Francoise Tourniaire; David Kay
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ISBN 10: 1571259996 ISBN 13: 9781571259998
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