Why is knowledge management important (KM)? Why is it a part of everything we do in ITSM, but it's the last thing we want to turn our time and efforts to? Aprill Allen of knowledgebird.com tells you how KM can improve your operations and gives practical help on how to write a good knowledge base article and keep the troops motivated.
See Aprill's TFT speaker Pinterest board: http://pinterest.com/servicedesk/aprill-allen/
This presentation is from our ground-breaking 24 hour global virtual conference, "Tomorrow's IT Service Future Today" otherwise known as #TFT12. Find all the resulting videos in the '#TFT12 Tomorrow's IT Service Future Today' playlist.
We're already planning #TFT13 - submit to speak at http://list.ly/2OV