A proper Knowledge Management strategy is essential to an efficient IT support offering. However, achieving this may present some challenges. It requires time, effort, consistency, and, most importantly, to create awareness of its relevance.

But all hope is not lost! In this live session, Liz Bunger and Michelle Stumpf dive deep into the factors determining Knowledge Management success, including the Knowledge-Centered Support function, the knowledge funnel, and the path from knowledge to an article. Plus, they share tips and tricks for documenting, writing, and measuring.

Liz Bunger is the KCS Program Manager at Motive, where she develops and implements the strategy for the Customer Support Knowledge program. Prior to this, she was the Business Program Management - Knowledge at Paychex.

Michelle Stumpf is the Head of Knowledge Management at Celonis, a KCS-certified trainer, and a Knowledge Management strategist. She has solid experience developing and implementing enterprise-level taxonomy, metadata, and governance strategy. Previously, she was the KCS (KM) Practice Director at RightAnswers and the Content-Knowledge Information Architect at Verizon.