By: Rusty Walther – NetApp, Inc.
Everyone has a Knowledgebase system. For some, it’s a complex inference engine with a dozen supporting staff to keep it stocked and running. For others, it’s a simple Access Database with two fields … Title and Solution. Whether large and complex, or small and simple, the same problem statement exists. “How do I harness information to drive down costs and close cases?” Interestingly enough, focusing on the “system” will usually drive you to the wrong answers. You must focus on the “ecosystem” around the information if you really want to unlock the value of your stored information, and more importantly, inject energy around knowledge creation and maintenance. This discussion will investigate the pillars of success that are necessary to support a true Knowledge Ecosystem, as well as the systems, process, and personnel considerations and investments necessary to transform your knowledge repository, into a self-maintaining, case-closing, cost-saving machine.