For those of you who have asked questions regarding Knowledge Management here is a sneak peak into two of the topics we will cover on the subject at the WWRUG10 Conference just two short months away. Dan has extended the discount pricing until the end of the week for those of you who haven't registered yet:
Topic The New AR-Based, BMC Remedy Knowledge Management. One solution - One Vendor. Abstract Share the new AR-Based BMC Remedy Knowledge Management application. Tight integration to ITSM, powered by the new AR FTS search engine. Sharing the ITSM foundation model and supporting data structure, you can now configure and manage RKM along with the rest of your ITSM applications ... in one convenient solution. Search across your ITSM solution and other ARforms with one convenient search. Synopsis As the Product Mgr. for BMC Remedy Knowledge Mgt., I will present our newly designed AR/ITSM-based Knowledge Mgt. solution. to show what's new and dive into certain areas of the application and how to get the best results. Topic KCS and ITIL: Creating a Knowledge Driven Organization Abstract Many organizations are ITIL driven, but fail to understand the value properly implemented Knowledge Management (KCS) can bring to their service center. This topic will cover how KCS fits into ITIL, demonstrate the value of properly implemented knowledge management, and review a success story. Synopsis Support centers are knowledge driven. When an Agent responds to a call, the first thing they need is immediate access to technically accurate and usable knowledge. Through a tight integration into the Incident Management process, your agents will soon recognize that knowledge content is a by-product of solving problems and that knowledge management is not something done in addition to solving problems, it becomes the process for solving problems. Knowledge management is the glue that connects your Incident and Problem management processes. Success Story: a global organization based in UT has a large service center with a refined Incident process but have been unable to get their analysts to use the knowledge base. Knowlysis conducts a maturity assessment and provides specific next steps which leads to improvements across the organization. Phil Bautista, WWRUG10 Advisory Board 512-731-0304 http://www.linkedin.com/in/philbautista http://www.wwrug.org/wwrug10/contact_phil.html _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
