Knowledge Management - help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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Knowledge Management - help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language

Knowledge Management (KM) Assessment

IHS offers a knowledge management assessment service that compares your firm's KM objectives and process with industry best practices. The goal of the assessment is to make recommendations that maximize the return on your KM investment . The key areas of evaluation include:

  • Processes for capturing, optimizing, delivering and managing knowledge
  • Content standards
  • Performance assessment
  • Communications
  • Role development
  • Technology map
  • Knowledge access and usage
  • Employee and management support for the initiative

Our consultants have extensive real-world background in KM and the latest best practices. As output from the assessment they provide you with clear, actionable steps for a KM improvement plan.

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Today, profitable companies are finding new ways of leveraging knowledge to improve results. They know that the reuse of documented knowledge has a proven ROI that improves every time that knowledge is used.

  • Do you feel that you aren't getting the most from your current knowledge management solution?
  • Do you need help developing an overall knowledge management strategy to guide your implementation?
  • Do you need help implementing KM on a practical level?
  • Do you need to improve your or your staff's understanding of KM?
  • Do you want to understand the benefits of Knowledge-Centered Support to your organization?

Use knowledge management to deliver consistent, analyst-independent support. Become less dependent on key employees and expensive technical training. Let IHS Support Solutions implement a knowledge management (KM) solution that will drastically improve customer satisfaction.

Knowledge is created each time a customer interacts with your employees via phone, email, or your web site. The challenge for most organizations is how to capture, store and to turn valuable this information into knowledge that is easily accessed and utilized by employees. We can show you how implement such a knowledge management solution (to improve the way they do business.) and improve the way you do business.

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Why IHS Support Solutions?

  • We help you develop a knowledge based support strategy
    IHS will work with you to develop a strategy that creates and uses knowledge within your support center.
    Successful Knowledge Management implementations require that you leverage the experience of others.

    Our Knowledge Management practitioners demystify complicated concepts.


  • We provide on-going knowledge management support
    We support each knowledge management implementation via our project management, business analysis and implementation expertise.
  • We can assist you in gaining value from a knowledge-centered model

  • We can provide an objective assessment of your current level of knowledge reuse
    IHS utilizes industry standard best practices to assess your organization's readiness for a knowledge project and recommend improvements.
  • Our training courses can help your organization gain value from a knowledge-centered model
    We offer training that builds on best practice frameworks such as Knowledge-Centered Support (KCS), synthesizing ideas from multiple sources into a pragmatic practitioner's curriculum. We have certified Knowledge-Centered Support (KCS) Instructors ready to support your Knowledge Management needs.