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ITSM Practices
Knowledge Management
4 Sections
8 Lessons
4 Quizzes
10 Weeks
Curriculum
4 Sections
8 Lessons
10 Weeks
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Knowledge Management Foundations and the KCS Model
3 Items
1.1
Knowledge Management Fundamentals
1.2
Building a Knowledge-Centered Service (KCS) Practice
1.3
Knowledge Management Foundations and the KCS Model Knowledge Check
15 Questions
Capturing and Creating Knowledge
3 Items
2.1
Capture in the Workflow: Requestor Context, the Article Template and Writing Standards
2.2
Article Types, the Content Standard, Quality Checks and Linking to Incidents
2.3
Capturing and Creating Knowledge Knowledge Check
15 Questions
Governing, Publishing and Retrieving Knowledge
3 Items
3.1
Ownership, Article States, Review Cycles and Audiences
3.2
Taxonomy, Search Quality, Self-Service and Feedback Loops
3.3
Governing, Publishing and Retrieving Knowledge Knowledge Check
15 Questions
Measuring Value, Culture and Automation
3 Items
4.1
Measuring Value: Reuse, Deflection, Quality, Freshness and Problem Linkage
4.2
Culture, Incentives, AI-Assisted Knowledge and the Maturity Roadmap
4.3
Measuring Value, Culture and Automation Knowledge Check
15 Questions
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