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Achieving Knowledge Management within the Incident Process

The goals of Knowledge Management were to enhance Information Services staff productivity through rapid access to relevant knowledge, reduce customer service interruption time through rapid access to incident solutions, encourage customer self help through their own access to relevant knowledge, minimize the impact of lost expert knowledge due to staff turnover, reduce training time of new Information Services employees in the Customer Support Center, maintain relevant knowledge that follows OhioHealth’s technology upgrades and refresh cycles. All through this report, we have described Knowledge Management Architecture and Objectives in line with Vision, Knowledge Management System, Functional System Requirements, Organizational Aspects, Best Practice, Challenges and Approaches. Authors - Joe Bolinger, Johannes Candra, Yushim Kim, Aaron Roberts, Rohit Shenai, Marcella Tanzil, Dale Miller, Dave Lauer, Karen Dillman, Dr. Jay Ramanathan, Dr. Rajiv Ramnath Sponsored by - Ohio Health

OSU-CISRC-807-TR56 Knowledge Management within the Incident process.pdf — PDF document, 328Kb

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