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The role of knowledge sharing in proactive support

By adamk on April 25, 2013

Bill and Adam have been blogging on the role of knowledge sharing practices (and the information in knowledge repositories) has in transforming support from reactive to proactive. We are bringing together principles from Knowledge Centered Support (KCS) and ITIL to suggest practices that can transform your approach to delighting your customers.

Part one is available at http://www.hdiconnect.com/blogs/servicemanagement/2013/04/myth-of-proactive-problem-management-part-1.aspx

Part 2 can be found at http://www.hdiconnect.com/blogs/servicemanagement/2013/04/myth-of-proactive-problem-management-part-2.aspx

We would love your thoughts!

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