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Knowledge Management ('KM') comprises a range of practices used by organizations to identify, create, represent, and distribute knowledge within and outside of an organization. The field started many years ago, primarily within the academic world and has had numerous university courses and scholarly articles written on the subject. The practical deployment of KM within the technical support world has expanded as the complexity of products increased and the number of "knowledgeable" experts continues to erode overtime. It is this convergence of factors that has prompted the dramatic increase in KM deployments and today the knowledge management market represents a multi-billion dollar and expanding market. In knowledge management, knowledge is differentiated from data and information. Knowledge gives a person what he/she needs to act in a reasonable manner. It is often based on experience and provides a statement, a rationale for the statement and a context in which the statement applies. Knowledge can be distinguished from data and information because data does not provide context or rationale, while information generally provides context but not rationale. Knowledge management can be defined as a set of tools and techniques for improving and driving the exploitation of knowledge. KM has received a great deal of attention since the mid-1990's when it became evident that modern computers and the Internet allowed for quick and easy access to far more information and knowledge than one could ever hope to mentally process. The driving question behind knowledge management is, "How can organizations continually record useful knowledge and make it accessible in a user-friendly way?" Kaidara was a pioneer in the development of some of the early KM systems and has spent the last several years refining the easy of use of the system and the practical deployment of the systems to address "real-world" support issues within the complex product market. The KM solutions deployed today are no longer academic trials, but have a proven track record of improving the efficiency and effectiveness of technical service operations that have invested in advanced KM systems. To find out more about how Kaidara has helped other companies deploy KM systems that have provided a short-term ROI for their support operations, contact your local Kaidara sales rep or send an email to
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