Join talk show facilitator Peter McGarahan as he welcomes Knowledge Champion William G. Purcell.
Bill is a leader within the IT Enterprise Support Organization for Paychex, Inc. Peter and Bill will discuss and share Knowledge Management success stories and practices from the front line. Bill leads the IT Enterprise Support organization for Paychex, Inc. Peter and Bill will discuss and share Knowledge Management success stories and practices from the front line. By clicking the "Register Now" button you submit your information to the Webinar organizer, who will use it to communicate with you regarding this event and their other services. View system requirements Knowledge Management (KM) plays a critical role in how services are delivered and experienced by both the employees and the customer. KM rarely reaches its potential impact and return on the investment in time, money and people when positioned as a project. For KM to be measurably successful and sustainable, it has to be implemented as a program. KM success is based on 80% people and 20% tools.
Peter and William will address the reality of all of the necessary components organizations need to be successful in planning, implementing, operating, measuring and continuously improving their KM program. Key Take-Aways - Increase self-service adoption, KM ‘buy-in’ and participation at all levels of the organization. - The importance of integrating KM into the ITIL Incident Management process workflow - How to implement Content Authoring & Management practices and discipline - Reasoning behind introducing Knowledge Centered Support (KCS) practice for Using, Flagging, Fixing and Adding (UFFA) knowledge articles stored in the “single source of truth” - Introducing Knowledge-Centered Support (KCS) best practices into your service and support environment to address resolving issues, answering questions and fulfilling requests.
To register for this Pete Talks Webinar, please click here:https://www2.gotomeeting.com/register/349452434