It is quite simple to install (in 7.5 it even does the ITSM integration work for you as before you had to modify forms/active links). Configurations are pretty simple and most are done via a GUI configuration tool (all of them are driven via the KMS_Config.xml file) so if editing XML is something you are comfortable doing then you shouldn't have too much difficulty. I recommend you change the Authoring workflow steps, review the templates and tweak as needed for your business needs. I would certainly look to KCS as the methodology that drives your process and subsequent configurations. Overall, RKM becomes very usable very quickly, but getting your analysts to actually own and use the knowledge it stores is where you will find the most difficulty. In helping organizations
implement KCS and RKM we have found that this is really where the service desk obtains true economies of scale as you are effectively able to reuse your knowledge in resolving incidents. Alan Blake Knowlysis --- On Tue, 6/15/10, Boyd, Rebecca E. <boy...@wfu.edu> wrote:
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