Rick Joslin is responsible for the development, sales, and delivery of HDI鈥檚 certification ad training offerings. Rick is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations with the implementation of KCS. He is also a certified instructor for the HDI certification courses.As a member of IHS Support Solutions, he provided consulting services related to implementing and enhancing support operations with a focus on knowledge management and self-service. Prior to joining IHS, Rick founded his own consulting firm, Joslin & Associates. Formerly, Rick was the VP of Customer Care for ServiceWare, VP of RightAnswers.com, and VP of Knowledge Engineering. Ri...
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incident managementtechnical supportstructured problem solving
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