The following are some perspectives about vendors and resources. Please use the reference below as sources of information to help you further your experience.
Knowledge Management Technologies
ATG
ATG (formerly Primus) knowledgebase was the technology vendor involved at the inception of the Knowledge-Centered Support model. They funded the development of the initial model - originally called Solution-Centered Support. They were the first to have a method for "capturing knowledge in the workflow". They have evolved a great deal over the last 12 years - since the model was first developed. Theirs was a pioneer model which called out context as a key enabler of content value and relevance. This spawned great creativity in the service industry.
Knova
Knova (formerly Kanisa) knowledgebase technology was the innovative vendor which created a context engine. Separating context from the content itself enabled content to exist anywhere in varied forms and be accessible through a comprehensive contextual reference the "kmap" provided a breakthrough model for driving relevance.
InQuira
InQuira offers a comprehensive KM solution and introduces an "intent-based" context model. This is similar to the context perspective reflected by the "knowledge vendors". Recently, there has been a growing inclusion of this vendor in the KM opportunities for support organizations.
Forums and Communities
Consortium for Service Innovation
Community of Fortune 500 companies who have come together to help further develop service delivery strategies and best practices specifically regarding Knowledge Management
Outsights', through the leadership of Livia Wilson, helped develop the Knowledge Centered Support (KCS) methodology in practice today
The Consortium has continued to evolve the KCS methodology into a certification program in partnership with the Help Desk Institute
KM World
- Valuable conferences on everything from search algorithms to content taxonomies and knowledge management strategies to content storage platforms
- Great web casts viewable at your leisure to learn about the latest technology, successful strategies and how other companies are finding ROI
- KM World magazine highlights what the latest buzz is across industries regarding the evolution of knowledge
Service Strategies Corporation
- Best Practices forums offer real-world best practice learnings represented by managers and executives across the Fortune 500
- A large number of our service-oriented customers have been evaluated to become Support Center Practice (SCP) certified and continue to be re-certified year after year
SSPA
- Valuable conferences where our customers have been able to learn about KM and engage with other companies who are on similar KM endeavors
- Great web casts to learn about other companies' successes, new technologies and service partners
- Offer research documentation and have a solid certification program (formerly through Service Strategies Corporation) through J.D. Powers and Associates
Research and People
In the development of key ideas for transforming service capabilities many people have contributed their thinking and trials. Among those most instrumental are these:
Erich Zirnhelt
Working at EMC, Erich not only thought outside the box but was willing to build a box to demonstrate new capabilities. He is a thought leader in the content relationship management area. He was able to develop reports to demonstrate the significant efficiencies gained by our normalization project.
Salle Petersen
A VP at Verisign who is at once an artist and an operational leader. She believes in innovation and backs it up by putting in place the programs which more than doubled the value of web self-service, and put content in a useful and strategic role to support new initiatives.
Doug O'Shaughnessy
A VP at EMC who also worked with us previously at Fujitsu and put in place the KM programs as strategic tracks for the business to establish new relationship with their customers more than doubling the CSAT scores, improving global service quality and productivity.
John Veenstra
Formerly of Xerox, who developed essential elements of the ISN model including the idea of the Focus Engine and the basis of the Regulated Collaboration model.
Mike Lyons
VP at Novell, Mike lead and supported the KM initiatives at Novell and Coined the term the "Big S" for sales, service and support which we have often referenced as the focus of our service improvements.
Brint
- This resource has just about everything you may need to know about knowledge management. You may have to sift through the information a bit, but you can find what you are looking for with sources sited so you know exactly where the data is coming from and if that is a valid source for you to consider.
- Brint offers you topical information organized by information source: seminars, books, new applications or technologies, portals, open discussions, best practices, interviews and articles, research and analysis
Gene Bellinger's Systems Thinking
- This link is a resource full of rich information on systems thinking pulled together by Outsights' co-founder Gene Bellinger.
