If you still are not familiar with the term knowledge management, now is the time to get to know it-especially since it is something that a lot of companies are paying attention to (since they know such will have a profound impact on the workings of their organization).
Simply put, knowledge management is a compilation of the different practices that are used by many organizations in order to accurately identify, efficiently create, effectively represent and widely distribute knowledge and information that is essential to the lifeblood of their company.
It can be said that the arena of knowledge management is a fairly new discipline-something that was only established in the year 1995. A lot of university courses as well as professional and other academic journals also dedicate much space for it, since it is something that is highly regarded.
A lot of large companies also dedicate most of their resources for knowledge management because it is part of yet another area called information technology and human resource management.
Some proponents even go as far as to call knowledge management as the umbrella of these other two departments, citing facts of interweaving evidences and characteristics to make them proclaim it so. One can say that knowledge management is so important it has lately been estimated to be a member of the multibillion dollar market all over the world.
This avenue is greatly tied up with the different organizational objectives that companies establish which take into account areas such as performance, competitive advantage, developmental processes, innovation and lessons for learned transfer. How ITIL Deals with Knowledge Management-Effectively Knowledge management is a huge issue when it comes to being able to determine a certain organization’s stand in society.
Gauging future success of any company can be based with results depending on its assets in terms of knowledge.
Managing this knowledge asset is the key for the company’s survival as these knowledge assets are what keep the company pumping success.
In most cases however, the company would also need a sturdy management of service.
Service management is practically what the organization lives on.
However, service management lives on another source, which is knowledge management, hence, the true importance of knowledge management, as well as the importance of keeping it going. The ITIL or Information Technology Infrastructure Library supplies companies with a framework for managing everything about its knowledge assets, as well as guidance for manual operations.
The ITIL’s target is to be able to support the company by keeping the knowledge asset of that company one step ahead of other companies.
In other words, the framework provided by ITIL will ensure the company making use of it to be able to perform successfully, being able to serve clients at the best possible way, by making maximum use of accumulated knowledge assets.
At the same time, the ITIL provided framework uses the knowledge assets to fix problems within the system, to record new information as it happens, and to use the provided knowledge to gain even more knowledge.
When management of knowledge is the key, over time the ITIL framework will know what to do by following its knowledge management system. Jobs in Knowledge Management-The Role of a Knowledge Specialist Knowledge management (KM) is often associated with driving business performance through the collaborative efforts of key individuals within the organization.
To make all of these possible, certain knowledge management software applications are being used specific to the needs of the business.
In the call center industry, there is a special kind of KM software used by service agents while interacting with customers.
The one that is maintaining the knowledge database is often called Knowledge Specialist. Being a Knowledge Specialist is not that challenging.
However, technical writers are often considered for this job as it entails composition of scripts that the customer service agents will be using while taking calls, responding through live chat or writing an email.
He or she has to see to it that stored scripts are free from grammatical errors so as to ensure high quality standards on every customer interaction.
There may also be instances wherein the Knowledge Specialist will make some changes on the stored content to keep agents updated with the recent issues.
This is very critical for agents who support technical calls. In addition, Knowledge Specialist also keeps a copy of the individuals who must be given access to the KM software.
Granting of access is critical to the business so as to prevent unauthorized access to relevant business information.
Oftentimes, KM software for customer service agents is web-based, which means that it can be accessed anytime, anywhere for as long as there is an active internet connection.
This even provides more convenience to users. Indeed, the growing demand of KM has greatly affected more people positively.
The generation of new jobs brings about career development for individuals who are considered experts in the field of KM. Sharing Information Through the Journal of Knowledge Management Practice Knowledge Management is all about sharing information.
The sharing of information is beneficial as it makes you and your company grows and learning experiences allows room for improvement.
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