Collective Wisdom: Transforming Support with Knowledge

Tourniaire, Francoise; Kay, David

Published by Help Desk Institute
ISBN 10: 1571259996 / ISBN 13: 9781571259998
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Synopsis: 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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Title: Collective Wisdom: Transforming Support with...
Publisher: Help Desk Institute

Binding: PAPERBACK
Book Condition: Very Good

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Francoise Tourniaire
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