Measuring the Maturity of your Knowledge Management and Self-Service Initiatives

How well developed are your self-service and knowledge management capabilities? Are you just getting started or have you reached a level where systems and performance are nearly optimized? The maturity of self-service and knowledge management capabilities is directly related to the impact these strategic initiatives will yield.

This presentation covered:

• The definitions of the four levels of capability maturity for self-service and knowledge management
• The characteristics of each level of maturity for knowledge management and self-service
• The criteria need to assess the maturity of current initiatives
• Review and analysis of the pre-conference survey
• Insights for moving up the maturity curve to optimized performance and capabilities