Date   

Re: Knowledge capture and the retrieval of knowledge exchanged during conferences #conferences #tools #knowledge-capture

Larry Hawes
 

--- In sikmleaders@..., "mzaharee" <mzaharee@...> wrote:

I'm conducting a quick look assessment to determine what collaborative tools can be used to improve both the knowledge capture and the retrieval of knowledge exchanged during conferences/meetings/corporate events, etc. Is anyone familiar with any recent studies on web 2.0 tool usage trends in these settings? Would you mind sharing what best practices exist in your own companies.
At most technology-themed conferences, numerous attendees use Twitter to capture and immediately disseminate key points the speaker or panel is making. Nearly all conferences define and publicize hashtags (i.e. #e2conf at the Enterprise 2.0 Conference held last month in Boston) that attendees can include in their tweets, so they may be grouped into a common index for both realtime and post-event retrieval. Some conferences have gone so far as to assign a specific, distinct hashtag to each session.

The same method could be used for any private meeting as well. The largest challenge is that Twitter does not retain tweets containing hashtags for more than 3 months, and often less. Individuals seeking to mine older tweets would have to rely on a second service, such as FriendFeed, that aggregates information from multiple services and archives it indefinitely (making it available for query much later.)

I hope this helps!

Larry


Re: Knowledge capture and the retrieval of knowledge exchanged during conferences #conferences #tools #knowledge-capture

Nancy Dixon
 

Matt, I agree with you. For large conferences, not just meetings - its a design issue.  In a recent blog  http://www.nancydixonblog.com/2009/07/a-km-strategy-built-on-the-collective-knowledge-of-ecopetrol.html  I describe a meeting at Ecopetrol that was designed for collective learning.  In this meeting both the big ideas and decisions were preserved. 

Nancy

Nancy M, Dixon
Common Knowledge Associates
202 277 5839   NEW PHONE NUMBER as of Aug 28,  512 694 6605

now blogging at www.nancydixonblog.com



On Jul 15, 2009, at 6:35 PM, Matt Moore wrote:


Hello,

I think there's a big design issue here. It's not just about using video or Twitter, it's about how we design our conferences as 1. learning & exchange spaces in their own right & 2. integrated into everything else that we do.

As Tom has put very well, simply "capturing" stuff as text or graphics or audio or video is all very well but will people go back and use it?

My experience has been decided mixed in this area. If the talks are on a topic that engages a large proportion of the audience and presented excellently then yes - just look at the TED site. But few events come close to the standards of TED.

When we recorded the monthly presentations to the national learning communities at gov agency and made them available on the intranet as streaming video we got a little take up but nowhere near as much as the live video conferenced events (I don't think it helped that the videos were 45 mins plus with poor browsing functionality).

The NSW KM Forum recently ran a session on the future of conferences:http://nswkmforum.wordpress.com/2009/05/04/future-of-conferences-redux/

And Australia's ABC Radio National did a programme on the same topic where I was a panellist: http://www.abc.net.au/rn/futuretense/stories/2009/2564798.htm

Cheers,

Matt

--- On Wed, 7/15/09, mzaharee org> wrote:

From: mzaharee org>
Subject: [sikmleaders] knowledge capture and the retrieval of knowledge exchanged during conferences
To: sikmleaders@yahoogroups.com
Date: Wednesday, July 15, 2009, 3:55 PM

I'm conducting a quick look assessment to determine what collaborative tools can be used to improve both the knowledge capture and the retrieval of knowledge exchanged during conferences/ meetings/ corporate events, etc. Is anyone familiar with any recent studies on web 2.0 tool usage trends in these settings? Would you mind sharing what best practices exist in your own companies.











Re: Knowledge capture and the retrieval of knowledge exchanged during conferences #conferences #tools #knowledge-capture

Nancy Dixon
 

Marcie,
I have used  Issue Mapping and Dialogue http://www.cognexus.org/issue_mapping_webinar_series.htm . It takes a skilled person to create the map, but it's a great way to see the relationship between issues and to be able to  attach documents and notes.  Jeff Conklin has some research - here is one http://www.cognexus.org/ConklinCaseStudyChapter.pdf  - but more on his site.  There is also a youtube video that explains Issue Mapping. http://www.youtube.com/watch?v=pxS5wUljfjE 

Nancy

Nancy M, Dixon
Common Knowledge Associates
202 277 5839   NEW PHONE NUMBER as of Aug 28,  512 694 6605

now blogging at www.nancydixonblog.com


On Jul 15, 2009, at 9:55 AM, mzaharee wrote:



I'm conducting a quick look assessment to determine what collaborative tools can be used to improve both the knowledge capture and the retrieval of knowledge exchanged during conferences/meetings/corporate events, etc. Is anyone familiar with any recent studies on web 2.0 tool usage trends in these settings? Would you mind sharing what best practices exist in your own companies.









Re: Knowledge capture and the retrieval of knowledge exchanged during conferences #conferences #tools #knowledge-capture

Matt Moore <laalgadger@...>
 

Hello,

I think there's a big design issue here. It's not just about using video or Twitter, it's about how we design our conferences as 1. learning & exchange spaces in their own right & 2. integrated into everything else that we do.

As Tom has put very well, simply "capturing" stuff as text or graphics or audio or video is all very well but will people go back and use it?

My experience has been decided mixed in this area. If the talks are on a topic that engages a large proportion of the audience and presented excellently then yes - just look at the TED site. But few events come close to the standards of TED.

When we recorded the monthly presentations to the national learning communities at gov agency and made them available on the intranet as streaming video we got a little take up but nowhere near as much as the live video conferenced events (I don't think it helped that the videos were 45 mins plus with poor browsing functionality).

The NSW KM Forum recently ran a session on the future of conferences: http://nswkmforum.wordpress.com/2009/05/04/future-of-conferences-redux/

And Australia's ABC Radio National did a programme on the same topic where I was a panellist: http://www.abc.net.au/rn/futuretense/stories/2009/2564798.htm

Cheers,

Matt


--- On Wed, 7/15/09, mzaharee wrote:

From: mzaharee
Subject: [sikmleaders] knowledge capture and the retrieval of knowledge exchanged during conferences
To: sikmleaders@...
Date: Wednesday, July 15, 2009, 3:55 PM

I'm conducting a quick look assessment to determine what collaborative tools can be used to improve both the knowledge capture and the retrieval of knowledge exchanged during conferences/ meetings/ corporate events, etc. Is anyone familiar with any recent studies on web 2.0 tool usage trends in these settings? Would you mind sharing what best practices exist in your own companies.



Re: Knowledge capture and the retrieval of knowledge exchanged during conferences #conferences #tools #knowledge-capture

Tom Short <tman9999@...>
 

Apart from publishing a collection of the presentation decks that were presented, not sure what you had in mind.

Even then I have found very little residual value in the various binders full of powerpoint slides that I've collected - I have probably referred back to less than 1% of all slides amassed in binders over the years.

What knowledge are you thinking should be captured? Capture, imho, is for the most part a useless exercise. By analogy, have you ever tried to type up the notes that were put up on a whiteboard, along with any diagrams? How much residual use are those notes? How much use are they to someone who wasn't even in the room? Point is, any true "knowledge" that was generated during a conference was probably highly contextual, and sticky - the people who gave rise to it are probably the only ones who will have it a year from now, despite their efforts to capture or transmit it.

Just a thought.


Re: Knowledge capture and the retrieval of knowledge exchanged during conferences #conferences #tools #knowledge-capture

fmremski <fmremski@...>
 

This is a very interesting question and I am looking forward to reading others' feedback.

The challenges for knowledge capture in a meeting or event setting are somewhat unique. You need to avoid distracting speakers and participants with the task of facilitating the capture, but likely also need to keep the size of the capture small to minimize time spent on post-capture editing. It's not web 2.0, but I am a big fan of Camtasia Studio for rich, complex knowledge capture and would likely start with this tool. Capturing an interactive chat or blog session by several volunteers from the audiance might also be valuable.

Ultimately, stiching audio, video, screen shots, etc... back together into a "knowledge capsule" with metadate (bookmarks, keywords, references, et al) may be beyond current web 2.0 capabilities, but I reserve the right to be corrected! -Frank


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

jacobwatts <jacob.watts@...>
 

Good stuff guys - appreciate the responses.

-Jacob

--- In sikmleaders@..., Steve Ardire <sardire@...> wrote:

Keshav - I hadn't looked at demo of eGain virtual agent in a number of yrs.

The eGain virtual agent is using a case based reasoning engine from a
software startup called Big Science that eGain acquired in 2000. You can
also see it here http://www.kurzweilai.net as the underlying conversational
engine for Ramona ( Ray Kurzweil's alter ego ) with a LifeFX pretty face (
company is no longer around )

I was involved with Big Science, eGain and LifeFX ;)

- Steve


On Mon, Jul 13, 2009 at 11:51 PM, <jpnagar@...> wrote:



Couple of year ago I had seen a demo of eGain virtual agent. I suppose
this is still available as on offering -
http://www.egain.com/products/virtual_agent.asp
I had also seen one live deployment of this solution for one of the
Japaneese banks. As long as the questions are simple and clear the ChatBot
can answer correctly. You can checkout a demo on site accessible through a
link on th right side - "Chat with us".

Hope this info is helpful.
Regards
Keshav Rajgopal


Re: Knowledge capture and the retrieval of knowledge exchanged during conferences #conferences #tools #knowledge-capture

TRflanagan@...
 

I would remain a wee bit more optimistic.

In terms of retaining meaning from a meeting on a complex topic, I do believe that one can capture a list of decisions made by the group and an "image" of the relationships among the important concepts that lead up to that decision. 

The enduring take-away needs to be some narrative about "what have we decided and what were the key considerations that shaped that decision."  There is probably some real archival value in having access to a catalogue of warrants that were applied to group decisions which are made repeatedly by different groups in slightly different situations.

Of course, I am speaking about meetings that result in group decisions.  Presentations themselves are broadcasts, and I feel that they rarely tap the wisdom of the audience in real time.  In narrative form I enjoy brief presentations (usually), yet on their own merits they rarely prompt me into a new course of action.  In a complex situation, I rely on deliberation and collective decision.

Tom Flanagan
><((((º>·..¸¸·´¯`·.><(((º>`·.¸¸.·´¯`·..¸¸><((((º> .·´¯`·..><(((º>

In a message dated 7/15/2009 7:15:00 PM Eastern Daylight Time, tman9999@... writes:

Subj: [sikmleaders] Re: knowledge capture and the retrieval of knowledge exchanged during conferences
Date: 7/15/2009 7:15:00 PM Eastern Daylight Time
From: tman9999@...
Reply-to: sikmleaders@...
To: sikmleaders@...
Sent from the Internet

Apart from publishing a collection of the presentation decks that were presented, not sure what you had in mind.

Even then I have found very little residual value in the various binders full of powerpoint slides that I've collected - I have probably referred back to less than 1% of all slides amassed in binders over the years.

What knowledge are you thinking should be captured? Capture, imho, is for the most part a useless exercise. By analogy, have you ever tried to type up the notes that were put up on a whiteboard, along with any diagrams? How much residual use are those notes? How much use are they to someone who wasn't even in the room? Point is, any true "knowledge" that was generated during a conference was probably highly contextual, and sticky - the people who gave rise to it are probably the only ones who will have it a year from now, despite their efforts to capture or transmit it.

Just a thought.




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Knowledge capture and the retrieval of knowledge exchanged during conferences #conferences #tools #knowledge-capture

Marcie Zaharee
 

I'm conducting a quick look assessment to determine what collaborative tools can be used to improve both the knowledge capture and the retrieval of knowledge exchanged during conferences/meetings/corporate events, etc. Is anyone familiar with any recent studies on web 2.0 tool usage trends in these settings? Would you mind sharing what best practices exist in your own companies.


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Steve Ardire <sardire@...>
 

Keshav - I hadn't looked at demo of eGain virtual agent in a number of yrs.

The eGain virtual agent is using a case based reasoning engine from a software startup called Big Science that eGain acquired in 2000. You can also see it here http://www.kurzweilai.net as the underlying conversational engine for Ramona ( Ray Kurzweil's alter ego ) with a LifeFX pretty face ( company is no longer around )

I was involved with Big Science, eGain and LifeFX ;)

- Steve


On Mon, Jul 13, 2009 at 11:51 PM, <jpnagar@...> wrote:


Couple of year ago I had seen a demo of eGain virtual agent. I suppose this is still available as on offering - http://www.egain.com/products/virtual_agent.asp
I had also seen one live deployment of this solution for one of the Japaneese banks. As long as the questions are simple and clear the ChatBot can answer correctly. You can checkout a demo on site accessible through a link on th right side - "Chat with us".

Hope this info is helpful.
Regards
Keshav Rajgopal


From: "jacobwatts"
Date: Mon, 13 Jul 2009 21:24:40 -0000
To: <sikmleaders@...>
Subject: [sikmleaders] Re: Any Experience Here with Virtual Agents/Chat Bots?

Thank you for your response, John. I took a look at Verbots for the sake of due diligence, but have to agree that it doesn't seem like a professional solution.

Looking at the minimal response to my inquiry, I guess there isn't much experience with this market segment in our group. That isn't surprising, since the vendors we are looking at have only been in business for a few years and have a short list of customers. But seeing how these front-end systems are typically tied in with a KM system of some form, it will be interesting to see how this evolves in the next decade or so as the technology gains traction. That's an assumptive statement, but I do believe virtual agents will become more common, and has potential to eventually become the de facto standard.

--- In sikmleaders@..., john.mcquary@... wrote:
>
> A few years ago, we looked at a free tool from Verbot
> http://www.verbots.com/ , but while it made a fun demonstration, it never
> seemed like a professional solution. About that same time, Miss Dewey came
> out which provided a glimpse into what a chat bot could become.
> Unfortunately, the Miss Dewey site is no longer available.
>



Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Keshav Rajgopal
 

Couple of year ago I had seen a demo of eGain virtual agent. I suppose this is still available as on offering - http://www.egain.com/products/virtual_agent.asp
I had also seen one live deployment of this solution for one of the Japaneese banks. As long as the questions are simple and clear the ChatBot can answer correctly. You can checkout a demo on site accessible through a link on th right side - "Chat with us".

Hope this info is helpful.
Regards
Keshav Rajgopal


From: "jacobwatts"
Date: Mon, 13 Jul 2009 21:24:40 -0000
To: <sikmleaders@...>
Subject: [sikmleaders] Re: Any Experience Here with Virtual Agents/Chat Bots?

Thank you for your response, John. I took a look at Verbots for the sake of due diligence, but have to agree that it doesn't seem like a professional solution.

Looking at the minimal response to my inquiry, I guess there isn't much experience with this market segment in our group. That isn't surprising, since the vendors we are looking at have only been in business for a few years and have a short list of customers. But seeing how these front-end systems are typically tied in with a KM system of some form, it will be interesting to see how this evolves in the next decade or so as the technology gains traction. That's an assumptive statement, but I do believe virtual agents will become more common, and has potential to eventually become the de facto standard.


--- In sikmleaders@yahoogroups.com, john.mcquary@... wrote:
>
> A few years ago, we looked at a free tool from Verbot
> http://www.verbots.com/ , but while it made a fun demonstration, it never
> seemed like a professional solution. About that same time, Miss Dewey came
> out which provided a glimpse into what a chat bot could become.
> Unfortunately, the Miss Dewey site is no longer available.
>


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

jacobwatts <jacob.watts@...>
 

Thank you for your response, John. I took a look at Verbots for the sake of due diligence, but have to agree that it doesn't seem like a professional solution.

Looking at the minimal response to my inquiry, I guess there isn't much experience with this market segment in our group. That isn't surprising, since the vendors we are looking at have only been in business for a few years and have a short list of customers. But seeing how these front-end systems are typically tied in with a KM system of some form, it will be interesting to see how this evolves in the next decade or so as the technology gains traction. That's an assumptive statement, but I do believe virtual agents will become more common, and has potential to eventually become the de facto standard.

--- In sikmleaders@..., john.mcquary@... wrote:

A few years ago, we looked at a free tool from Verbot
http://www.verbots.com/ , but while it made a fun demonstration, it never
seemed like a professional solution. About that same time, Miss Dewey came
out which provided a glimpse into what a chat bot could become.
Unfortunately, the Miss Dewey site is no longer available.


University of Edinburgh Knowledge Management Survey #research #survey

David Griffiths <dgkmedin@...>
 


Hello,


My name is David Griffiths and I am a PhD student and Associate Lecturer at Edinburgh University.  I am currently investigating the assumptions of KM academics and practitioners and I am looking for help in distributing a survey through your forum.


 This survey has been designed to examine the findings of a large meta-analysis of KM literature and so is a little unique in its approach, which makes the use of other surveys a little difficult.


I am more than happy to provide a digest version of the findings and I appreciate the need to feedback to the KM community.


The link is as follows: https://www.survey.ed.ac.uk/km2009


Thank you in advance for any help you might be able to give me with this.


Kind regards,


David Griffiths




Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

john.mcquary@...
 

A few years ago, we looked at a free tool from Verbot
http://www.verbots.com/ , but while it made a fun demonstration, it never
seemed like a professional solution. About that same time, Miss Dewey came
out which provided a glimpse into what a chat bot could become.
Unfortunately, the Miss Dewey site is no longer available.


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Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

jacobwatts <jacob.watts@...>
 

We are currently investigating the possibility of implementing a virtual agent (chat bot, intelligent agent, virtual CSR, there doesn't appear to be an industry standard term yet). We're in discussions with a couple of potential vendors, but finding legitimate vendors hasn't been easy. Our basic requirements include the ability to handle various service requests which requires integration with disparate systems (i.e.: balance inquiries, make payments, change contract terms, etc.), as well as incorporate our knowledge base, which at this point we're thinking would be implemented with a co-browsing approach.

Does anyone have experience in this area? Any insight to offer as to what questions we should be asking that maybe aren't obvious? Or a recommendation of a vendor to consider?

Thanks in advance.


Re: Jive SBS #ESN #CoP

Michael Fulton <cincibuckeyenut@...>
 

Telligent Evolution Server is almost exactly as you have described in regarding to the capabilities you want Sharepoint to add.  It offers every one of the features you asked about and is a Microsoft Partner vendor. 

If people are looking at the types of features you describe in your 7, I'd recommend they take a look at that.

Mike


--- On Mon, 6/29/09, Paul Rehmet wrote:

From: Paul Rehmet
Subject: Re: [sikmleaders] Jive SBS
To: sikmleaders@...
Date: Monday, June 29, 2009, 11:54 PM

Jeevan,

We use both MOSS and SPS03.  MOSS has pretty good content and document management features making it well suited for intranets, web sites, and team document sharing.  In my opinion it is not as strong at connecting people with people which is a critical element of a KM solution.  Some of the things I would want to see in the next version of SharePoint are (1) users' encouraged to fill out their profile (like in Linked In), (2) improvement of the colleague concept to be more like friends in Facebook, (3) user status (like Twitter), (4) team site templates that are oriented toward communities, e.g. containing a members face wall, group blog, discussion boards, news reader, etc. (5) user dashboard (like private mysite) which automatically shows recent activity of colleagues and groups, (6) simplified UI with less features and fewer popup menus, (7) tagging and tag clouds.  MOSS certainly has some capability in these areas but not strong enough to make it easy for people to engage other people.

I would love to hear others' views and experiences in this area.

Regards,
Paul



Re: Jive SBS #ESN #CoP

Paul Rehmet
 

Jeevan,

We use both MOSS and SPS03.  MOSS has pretty good content and document management features making it well suited for intranets, web sites, and team document sharing.  In my opinion it is not as strong at connecting people with people which is a critical element of a KM solution.  Some of the things I would want to see in the next version of SharePoint are (1) users' encouraged to fill out their profile (like in Linked In), (2) improvement of the colleague concept to be more like friends in Facebook, (3) user status (like Twitter), (4) team site templates that are oriented toward communities, e.g. containing a members face wall, group blog, discussion boards, news reader, etc. (5) user dashboard (like private mysite) which automatically shows recent activity of colleagues and groups, (6) simplified UI with less features and fewer popup menus, (7) tagging and tag clouds.  MOSS certainly has some capability in these areas but not strong enough to make it easy for people to engage other people.

I would love to hear others' views and experiences in this area.

Regards,
Paul


On Sat, Jun 27, 2009 at 4:39 AM, jeevan kamble <jeevan_km@...> wrote:


Hi Paul,
 
Please can you let us know the version of Sharepoint you use.
 
Is MOSS 2007, How you feel its functionality and adaptability as KM tool.
 
Thanks & regards
Jeevan

--- On Sat, 27/6/09, Paul Rehmet <paul.rehmet@...> wrote:

From: Paul Rehmet <paul.rehmet@...>
Subject: Re: [sikmleaders] Jive SBS
To: sikmleaders@...
Date: Saturday, 27 June, 2009, 8:56 AM

Hi Gian,

We are just now completing an evaluation of Jive and other community platforms.  We currently use SharePoint and it mostly serves as a repository of completed documents versus a vehicle for collaboration or knowledge exchange.  I like the personal user dashboard in Jive.  It makes for an engaging user experience.  Users can easily publish information, keep track of colleagues' activities and keep tabs on groups to which they belong from the dashboard.  We are considering kicking off several pilot communities using Jive.  A likely pilot community would be corporate social responsibility (CSR), which requires coordination among individuals spread across our hundreds of offices worldwide to tackle issues such as sustainability and humanitarian relief.  Our CSR program has specific targets such as number of projects initiatiated, number of people served, and so on.  We will try and assess the impact of improved collaboration on the program.  We will also look for success stories that convey the benefits in a more meaningful way than raw numbers do.

I'd be happy to share my experiences down the road and I would like to hear how your pilot turns out.

Regards,

Paul Rehmet
Agility
www.agilitylogistic s.com


On Thu, Jun 25, 2009 at 4:53 PM, gjagai <gjagai@yahoo. com> wrote:


Hi SIKMers,

I was curious if anyone has implemented (or planning to implement) Jive SBS. What were your impressions? And what communities did you select to launch within your company and why?

I'm currently in the beginning of a Jive proof of concept and we are try to determine how to select an initial community and determine metrics for success.

If you moved away or augmented SharePoint 2007 when you installed Jive, I'd also be interested in your experiences there too.

Thanks
Gian...
Blog: http://kmapprentice .wordpress. com/




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Re: Model : Knowledge Management for Incident Management/SLA #call-center

Stephanie Barnes
 

Hi Jeevan,

I have done some work on implementing KM in an ITIL environment, and have written a whitepaper on it although it deals more with unstructured information rather than what you are looking for with respect to incident management.

An associate of mine does Knowledge Centred Support training and consulting, I'm not sure which technologies she has dealt with. I am happy to connect you to her if you would like.

Best Regards,
Stephanie
stephanie.barnes@...


Re: Model : Knowledge Management for Incident Management/SLA #call-center

Bill Dixon
 

Hello Jeevan,

 

We have integrated SupportSoft’s Author Center with BMC’s Remedy Service Management Suite globally.  ITIL 3 goes so far as to illustrate KM as underpinning service management processes, but is not prescriptive.  The SupportSoft/Remedy integration has enabled Field personnel to author and publish support content which eventually makes its way to the self-service portal.  Once that happens, it is no longer necessary for customers to call the Service Desk to address an incident.  Instead, customers can access tailored solutions at the self-service portal.  We also store “work-arounds” in the same SupportSoft repository, but are in our infancy in realizing the potential behind knowledge enabled Problem Management (more politics than process or technology).

 

Email me directly if  you would like to discuss our platform and KCS experience further.

 

Regards,

 

Bill Dixon

Bill.dixon@...  

 

From: sikmleaders@... [mailto:sikmleaders@...] On Behalf Of jeevan kamble
Sent: Friday, June 26, 2009 7:28 PM
To: sikmleaders@...
Subject: [sikmleaders] Model : Knowledge Management for Incident Management/SLA

 




Dear All,

 

Would like to know if you have any experience or worked on Knowledge Management in Incident Management/Service Management. Have heard about KCS – Knowledge Centered Support, ITIL etc as one of the widely used method. Do you have any other in mind and any experience in working on HP Service Center Knowledge Management module.

 

Thanks & regards

Jeevan




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Re: Model : Knowledge Management for Incident Management/SLA #call-center

Simard, Albert <albert.simard@...>
 

Jeevan –

 

I have not worked specifically on incident management, service management, or HP service centre.  However, I have a number of strategic-level presentations on KM for emergency management and knowledge services.  There are available at: http://www.slideshare.net/Al.Simard/slideshows.  If anything there interests you, let me know and I can provide links to additional detail.

 

Al Simard

 


From: sikmleaders@... [mailto:sikmleaders@...] On Behalf Of jeevan kamble
Sent: Friday, June 26, 2009 8:28 PM
To: sikmleaders@...
Subject: [sikmleaders] Model : Knowledge Management for Incident Management/SLA

 




Dear All,

 

Would like to know if you have any experience or worked on Knowledge Management in Incident Management/Service Management. Have heard about KCS – Knowledge Centered Support, ITIL etc as one of the widely used method. Do you have any other in mind and any experience in working on HP Service Center Knowledge Management module.

 

Thanks & regards

Jeevan




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