Knowledge Management FAQ v2英文资料.pdfVIP

Knowledge Management FAQ Knowledge Management Frequently Asked Questions (FAQ) HP® Management Software Service Management 1.0 ServiceCenter Knowledge Management Module: 1.1 What is Knowledge Management? 1.2 Is there a Knowledge Management solution available for ServiceCenter? 1.3 What are the Part Numbers for the ServiceCenter Knowledge Management module? 1.4 How is the Knowledge Management module licensed? 1.5 Is there a Knowledge Management framework available? Like ITIL for Knowledge Management? 1.6 What is the framework for Knowledge Management called? 1.7 Does ServiceCenter Knowledge Management support Knowledge-Centered Support (KCS)? 1.8 What is Knowledge Center Support (KCS)? 1.9 What are some of the goals of KCS? Why should you use KCS rather then traditional methods? 1.10 Who are the Benefactors of the Consortium for Service Innovation? 1.11 Who are the Sponsors of the Consortium for Service Innovation? 1.12 How can I learn more about the Consortium for Service Innovation? 1.1 Question: What is Knowledge Management? Answer: Knowledge Management comprises a range of practices used by organizations to identify, create, represent, and distribute knowledge for reuse, awareness, and learning across the organizations. 1.2 Question: Is there a Knowledge Management solution available for ServiceCenter? Answer: Yes - ServiceCenter Knowledge Management is a fully integrated support oriented knowledge management solution that supports Knowledge-Centered Support (KCS) standards and guidelines by providing a natural language search engine and rich-text authoring tools that enable users to search, update, and author knowledge articles. ServiceCenter Knowledge Management integrates with interaction, incident, and problem management so that users are able to search for and use knowledge from existing incidents or problems while attempting to resolve a new incident or problem. Users can also use this integration with interactions, incidents, a