HDI Webinar: ITSM and the Value of Knowledge-Centered Service for the Enterprise

Disruption has become the norm. As businesses try to keep pace with rapid change, IT support centers along with other core enterprise service groups are struggling to keep up with demand. How can they communicate effectively and maintain high standards of internal and external customer service? 

The value of a robust knowledge management strategy cannot be understated. HDI’s Andrew Gilliam brings together KCS-certified practitioners and implementation experts to discuss:

• Why most knowledge management initiatives prove less than completely satisfactory.
• How the KCS methodology addresses challenges throughout the knowledge lifecycle
• The return on investment provided by improved first contact resolution (FCR) and shortened time to proficiency for new hires
• The benefits to adopting KCS across the enterprise
• Writing FAQs that actually answer common questions and divert human-assisted contacts
• How KCS lays the groundwork for self-service, automation, and shifting left to reduce costs 

This exciting panel discussion will be packed with invaluable takeaways for every phase of your knowledge management journey.

Who Should Attend:

• Current and aspiring knowledge managers and coaches
• Service desk/support center directors, managers, supervisors, and team leads who are responsible for providing the level of service required by customers