Certified Knowledge Management Course Outline
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This document provides information about a Certified Knowledge Management course offered by STI Knowledge, Inc. The course teaches essential knowledge management strategies and frameworks to help organizations properly leverage their information. It covers topics such as defining knowledge management, evaluating existing knowledge, selecting knowledge management tools, creating categorization methods, best practices for writing solutions, and maintaining and evaluating the effectiveness of a knowledge base. The certification involves attending the class and passing a multiple-choice exam within 4 weeks with a score of 90% or higher.
Certified Knowledge Management Course Outline
- 1. OUTSOURCING Knowledge Management (CKM) EDUCATION ENTERPRISE SOLUTIONS STI Knowledge, Inc. World Headquarters Four Concourse Parkway, Fourth Floor Atlanta, GA 30328 Phone: (770) 280-2630 Toll Free: (800) 350-5781 www.stiknowledge.com 息 2003, STI Knowledge Course Overview In todays fast-paced support industry, it is critical to know how to leverage your organizations information through proper management. The Certified Knowledge Management course will provide vital insight into cutting-edge knowledge management techniques. Participants will learn essential knowledge management framework strategies.The course includes a strong focus on the implementation of necessary tools and procedures to create and maintain a world-class knowledge management environment. Course Objectives There are essential skills needed in order to properly leverage an organizations information.This course will review the definition of knowledge management, how to evaluate and organize existing information, the selection of knowledge management tools, how to create a method of categorization, best practices for writing solutions, and the maintenance and evaluation of knowledge base effectiveness. Prerequisites Students should be familiar with the basic concepts of a customer support center. Certification Steps The CKM certification consists of two parts: class attendance and a certification exam. Students will have four weeks from class conclusion date to complete the web-based certification exam. Delegates are given 2 1/2 hours to complete the 50-question, multiple-choice exam.An exam score of 90 percent or higher must be achieved in order to obtain certification. If necessary, an STI Knowledge Certified Instructor will review the exam and assist the participant in their preparation for success. Write a SolutionBest Practices Standardizing Knowledge for Publication Avoiding Common Errors Writing a Solution The Role of Decision Trees Verifying Documentation Pre-Production Testing Maintaining the Knowledge Base Training the Team Maintaining Knowledge Base Tool Best Practices for Maintenance Evaluate Knowledge Base Effectiveness Measure your Success Obtaining Feedback Customer Involvement in Evaluation Measurements for Job Performance Incentives for Creating Solutions Marketing the Knowledge Base $1,295.00 per student C E R T I F I E D Want to learn more? Let STI Knowledge educate and certify your professionals to become world-class. For more information, call an Education Account Manager today at 800.350.5781 or email us at www.stiknowledge.com. Course Outline Defining Knowledge Management The Evolution of Knowledge Management Information vs. Knowledge Ineffective Knowledge Management Strategic Knowledge Management The Three Cs of Knowledge Management Evaluating and Organizing Existing Knowledge Harvesting Existing Information Transforming Raw Information into Knowledge Creating a Knowledge Management Team Selecting aTool Identifying Requirements Basic Functionality of a Knowledge Base Evaluate Tools Knowledge Base Tool Enhancements Create a Method of Categorization Organizing your Solutions Getting to the Root of the Problem Defining the Hierarchy STEM Methodology The Necessity of Categorization Reporting