LZS - Level Zero Solvable - is a metric that can be used to predict customer success with a user-facing knowledge base. It identifies knowledge articles which can be found successfully by end users using their own words to search. #KnowledgeManagement #KnowledgeCenteredSupport ...
An open-source tool that enables online collaboration and the streamlined aggregation of knowledge. #Collaboration #KnowledgeCenteredSupport #KnowledgeManagement
A character that takes on a special meaning in an advanced search. For instance, * matches any string of characters. #TechnicalSupport #KnowledgeCenteredSupport #KnowledgeManagement
What a person knows that lets that person accomplish a task(s). It may be difficult or even impossible for someone, including an expert, to describe how that task is actually accomplished. #KnowledgeManagement #KnowledgeCenteredSupport
The process of managing some or all of an organization’s knowledge as a resource; the capture and reuse of business and technical information. #BusinessIntelligence #KnowledgeCenteredSupport #ITIL #BusinessValue #KnowledgeManagement #ITSM
The step-by-step resolution to a customer’s problem (used here in the generic sense, not the problem management sense). The solution contains a description of the problem, the symptoms of the problem, and the customer’s description of the problem and other information, which may aid others in...
The information that people are looking for but cannot find because they do not know where to look. This type of information is the most expensive for an organization because so much time is wasted trying to find the required information. #KnowledgeCenteredSupport #KnowledgeManagement ...
Information that people have but do not know they need to share until they are asked to do so. #KnowledgeCenteredSupport #KnowledgeManagement
A collection of an organization’s knowledge and solutions that is designed to provide efficient reuse of that knowledge. It should be easily searchable. #ServiceDesk #KnowledgeCenteredSupport #TechnicalSupport #SelfService #SupportCenter #KnowledgeManagement
Software that provides the ability to make qualified retrievals from a knowledge repository . Also, the act of retrieving knowledge. #KnowledgeCenteredSupport #ITSM #Technology #KnowledgeManagement