VIRTUAL ASSISTANT11%

SOURCES: TSIA Knowledge Management Survey, August 2014© 2014 All rights reserved. Technology Services Industry Association (TSIA)

www.tsia.com/st

@TSIACOMMUNITY | #TSIA

0% - 5

%

5% - 10%

10% - 20%20% - 30% 30% - 40%

40% - 50%

50% +

1% 40% 14%5% 22% 14% 5%

If your organization was sharing knowledge as well as

it possibly could, how much do you estimate it would improve your team’s productivity?

Do you capture new best-practices content and lessons learned at the end of each Professional Services project?

NOT CURRENTLY BUT IT’S NOT REQUIRED WE HAVE A FORMAL PROCESS

TSIA KNOWLEDGE MANAGEMENT (KM) SURVEY

WHAT IS CURRENTLY SHAPINGKNOWLEDGE SHARING?

FACT #1 Transforming KM processes, people, and technology offers enormous potential benefits to service organizations.

FACT #2 KM is of growing interest to professional services, but so far formal processes are not well adopted.

Which of the following do you offer on your self-service site to assist customers?

FACT #3 For support services, improving self-service is a key driver for KM spending.

How would you rate your company’s culture regarding knowledge sharing?

FACT #4 For many companies, improving knowledge management will require a change to corporate culture.

11%YES

62%YES

26%NO

SEARCH BOX97%

FAQ LIST68%

AUTO-SUGGEST21%

INDEX21%

0%

5%

10%

15%

20%

25%

1 2 3 4 5 6 7 8 9 10

we Shareknowledgeand otherstake credit

OUR Leaders Share Knowledge

and reward those who

share