Agenda ◦ What is Knowledge Management?◦ Why use Knowledge Management
Pains when not using a Knowledge Management Benefits of using Knowledge Management
◦ What is new with Fuji Multiple knowledge bases Workflows Other OOTB Workflows Knowledge Catalog Item
◦ Tracking and Reporting◦ Best Practice◦ Who we are◦ Contact Us
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What is Service Catalog?
“Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise’s information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers.” – Gartner
Getting the knowledge from people and giving it to the customers at the right time.
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What is Knowledge Management?
© 2015 Contender Solutions - Confidential & Proprietary
Why use Knowledge Management
Pains when not using Knowledge Management◦ Information is locked in a organization and also in process users heads. Process
users are endlessly recreating information time and time again. All that information is floating around and not being shared or used.
Benefits of using Knowledge Management◦ Allows customers to search or seek information inside the platform vs having to
seek out the information from the original source.◦ Create flexible controls over who can view and contribute information.◦ Drives self-service and support (tier 1) resolutions ◦ Reduces cost and time spent on researching issues/problems
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What is new in Fuji
Multiple knowledge bases Create different templates for each knowledge topic or team
Pre-created templates allow non-common knowledge contributors to be able to submit knowledge without knowing how to format or style a knowledge article.
Ability to spread management responsibilities across multiple users(knowledge managers)
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What is new in Fuji
Workflows Knowledge allows the use of workflows which are completely
configurable Can be dependent on any field available in the article Gives knowledge managers the same feel as Service Catalog
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What is new in Fuji
Other OOTB Workflows Knowledge – Approval Publish Knowledge – Approval Retire Knowledge – Instance publish Knowledge – Instant Retire Knowledge – Published Knowledge Knowledge – Retire Knowledge
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What is new in Fuji
Advance Search feature Limit by knowledge base, categories, specific authors, tailor down things,
control the sort by things and more
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Tracking and Reporting
Giving the business owners the ability to track how knowledge manage has impacted your organization
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Best Practice
Have customer leadership support, without customer leadership moving forward with Knowledge Management will ultimately fail or stall.
When implementing knowledge start with a specific group of people inside your organization to show success. Once you have success with one group, everyone else will want to join the knowledge bandwagon.
Always be prepared to provide feed back with reporting.
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Who We Are
Contact Us
1511 N. Westshore Blvd., Suite 220Tampa, Florida 33607
813.642.3837
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