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Collective Wisdom: Transforming Support with Knowledge - Softcover

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