March 18, 2014
A lack of knowledge management is a risk to the organisation—knowledgeable people leave, effort is wasted on rework, and customers are left waiting for answers longer.
Regular lessons learned huddles that become routine and habitual. Knowledge Centred Support practices in the customer/IT support environment so that capture and reuse of knowledge becomes a byproduct of the support process, rather than an additional effort requiring extra time and resources.
itSMF board member, KM consultant.