Event Pricing
HDI Members: Free
Non-Members: $20
Want to attend this special event and future HDI Steel City meetings for free? Become a member NOW!
Through September 30, 2015, we are holding a membership drive. During this time, you can get a Professional Level Membership for only $295! This membership normally sells for $495 - that is a $200 savings. Don't miss out on purchasing your HDI membership at this highly discounted rate!
Where
Development Dimensions International1225 Washington Pike
Corporate Training Center
Bridgeville, PA 15017
Driving Directions
Contact
Web: www.hdisteelcity.org
Email: hdi@hdisteelcity.org
September 2015 Chapter Meeting
Augmenting Knowledge-Centered Support with Proactive Knowledge Management
Knowledge-Centered Support (KCS) is recognized as the set of knowledge management (KM) best practices within service management. While KCS success stories are growing in number, KCS is reactive knowledge management and should be augmented with proactive knowledge management. KCS complements ITIL by integrating knowledge management into incident management and problem management processes. In this session, we will discover how to integrate knowledge management more deeply into problem and release management, learn how to augment KCS with proactive knowledge management, and identify ways to leverage the KCS foundation to implement proactive knowledge management. Rick will also share tips for selecting the knowledge that should be developed and creating troubleshooting trees.
Please register by Wednesday, September 9, 2015.
Meeting Agenda
| 11:30–12:00 | Registration and Networking |
| 12:00–12:30 | Kickoff and Lunch |
| 12:30–1:30 | KCS Presentation |
| 1:30–1:45 | Break |
| 1:45–2:45 | Breakout Sessions on KCS |
| 2:45–3:00 |
Steel City Chapter Business |
Speaker Biography
Rick Joslin, Executive Director of Certification & Training, HDI
Rick Joslin is the Executive Director of Certification & Training for HDI. 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 has authored books and whitepapers related to knowledge management, and is a contributing author of ITIL v3 on the topic of knowledge management. He is a member of the Consortium for Service Innovation and the KCS Core Committee. Rick is a regular speaker at industry events.