March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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Chapter 8. Knowledge Capture and Sharing
The knowledge capture and sharing process, or simply the knowledge capture process, is critical to the success of the service center (see Figure 8-1). This process documents and distributes the service center's institutional knowledge. In some companies, the most successful agents aren't necessarily the most technically knowledgeable; they are those best at finding information in the knowledge base . Every problem, once identified, should be evaluated as a candidate to be documented in the knowledge base. The knowledge base should be the first step in the agent's troubleshooting process.
Figure 8-1. The knowledge is critical to the success of a service center.
The key objectives in knowledge capture ...
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