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Knowledge Management (KM) has enjoyed something of a chequered history in the corporate arena, with many early implementations failing to live up to full expectations. This is perhaps unsurprising given the high hopes for KM and the practical difficulties that many organizations experienced when trying to effectively create, capture, organize, access and use knowledge. This paper argues that part of the problem historically has been the deployment of KM systems either as standalone applications or in environments where the business benefit was relatively low. As technology has progressed to a point where many of the knowledge capture, storage and retrieval problems have been solved, KM is now emerging as an important competitive differentiator in specific deployment scenarios, including most notably service desk functions.

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Format:PDFSize:1,987 KB
Date:Nov 2006
Pages:8

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