While knowledge management is generally an enterprise-wide initiative, it has been documented that organizations are likely to find success if they start in one department and then extend throughout the business. Read this paper to learn ten principles for ensuring the success of a knowledge management initiative within the IT help desk or customer contact center.

A successful initiative allows customers and end-users to benefit from faster problem resolutions and a more strategic focus on problem solving. Learn about the ten areas that must be addressed to ensure successful knowledge management, including:

• Common pitfalls of implementing knowledge management
• Championing the initiative and setting expectations
• Managing cultural change for employees
• Integrating knowledge management with existing support technologies