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I've been working on a Knowledgebase - not too far away from KCS... It's still in it's infancy but I will be improving and making more compliant as time goes on...
...At least it may help you to visualise the process and allow you to develop your Knowledge Creation Delivery & Management strategy...
Press the dropbox link below...
Your documents are very helpful in getting a knowledge process off the ground. I especially like the setup to autosearch KB before submitting an incident, so you can measure incident avoidance.
Between your documents and the KCS documentation, I've got a good start on a process/ system.
@bmagurn Thanks for your response... I too am always looking to learn and improve on knowledge management strategy... certainly when designing Service solutions.
I'm curious to know what you have developed - perhaps we can compare notes (Two heads are better than one approach).
Next steps... Gamification.
Thanks Colin. I don't actually have anything up and running yet. Been mostly playing around with this in my test environment.
We're not a KCS shop or anything, I just found the framework documentation when I was trying to find a good process to use for our knowledge management.
When I get something built and tested, I will share it with you.
It was good to meet you at interchange - I was in the advanced servicedesk boot camp. And I did attend Terry's Lab on gamification. I agree- that would be ideal for our knowledge implementation. We really need to incentivize our staff to build knowledge articles.
Is anyone using this and especially in workspaces?