Where Technical Service and Support Professionals connect to share ideas, transform careers, and have a blast while helping one another succeed.
HDI is not just for the service center!
If you’re a desktop support, 2nd level support, or any other type of technology support professional HDI has a lot to offer. We offer technician and management certifications, and plenty of content both online and at our annual conference. We can all learn from each other, so join us at a local chapter meeting soon!
HDI provides training and testing for certification that equips individuals with the conceptual knowledge and practical skills they need to thrive in their support organizations. Expanding customer service skills, service management processes, and awareness of industry-standard best practices, HDI certification and training helps IT support and service management professionals develop and promote their skills and abilities.
Rick Joslin presented Knowledge Management Best Practices within Service Management at the February chapter meeting. Click the button below to download the presentation file.KM Best Practices
Featuring Rick Joslin:
“Knowledge Management Best Practices within Service Management”
Sponsored by our friends at LANDESK!
Join us on Wednesday February 10th for an exciting event featuring an engaging session on Knowledge Management with Rick Joslin, Executive Director of Certification & Training for HDI!
The event will also feature breakfast, door prizes, and the opportunity to network with other professionals and learn from local Subject Matter Experts.
Tuesday February 10th 8:30AM to 11:00AM at:
1898 Nuccio Parkway
Tampa, FL 33605
08:30AM – 09:00AM – Networking & Breakfast
08:30AM – 08:45AM – Introductions
08:45AM – 09:35AM – Rick Joslin Presentation
09:35AM – 09:45AM – Break
09:45AM – 10:35AM – Presentation Continued
10:35AM – 11:00AM – Door prizes
Knowledge Management Best Practices within Service Management
Knowledge management is an absolute requirement to improve efficiencies and enable an organization to expand its services or deliver different types of services. Yet often it is considered optional, and either not done at all or not done well. Knowledge management is more than just the creation of a knowledge base and the use of a tool – it’s a critical process for capturing the assets of an organization. Through this workshop, you’ll gain a practical understanding of how to properly integrate the capture, structure, and re-use of knowledge into the incident management process so as to improve service effectiveness and efficiency. We’ll discuss the challenges of implementing knowledge management, and how you can successfully get others to support this initiative.
In this session you will…
• Learn how to capture knowledge in the context of the customer
• Understand that knowledge must be useable, findable, and structured consistently
• Discover the dynamic nature of knowledge, and its life-cycle
• Understand that perfection is neither required nor desirable
You will leave this session with a foundational understanding of best practice methodologies in knowledge management which will allow you to move forward – or improve – a knowledge management program in your organization.
Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development and delivery of HDI’s training and certification offerings. He is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Formerly, Rick was the VP of Customer Care, VP of RightAnswers.com, and VP of Knowledge Engineering for ServiceWare. Rick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model, and the Knowledge Management chapter in the HDI Service and Support Handbook. Rick is a regular speaker at industry events.