The Knowledge Management Education Hub

Certification Courses

• Certified Knowledge Management™ (CKM)¹⁾²⁾ (2 days; 8 weeks interactive self study)
  2001- 2006 Course outline:
  Defining Knowledge Management (and Its Importance to a Knowledge Center)
  Selecting Knowledge Management Tools
  Evaluating and Organizing Existing Knowledge
  Creating a STEM (subject, type, element, module) Approach to Categorizing and Logging Problem Reports and Solutions
  Applying Best Practices for Writing Solutions
  Maintaining the Knowledge Base
  Evaluating Knowledge Base Effectiveness

  Certification exam

Knowledge Center Certifications

• STI Knowledge Certified Knowledge Center Professional (CKCP)™
• STI Knowledge Certified Knowledge Center Leader (CKCL)™

Conferences

• STI Knowledge Symposium & University
  • (CANCELLED?) 2006 KnowledgeSummit
    Pre-Summit Certification Courses: (Apr 23-25)
  • STI Knowledge Educational Symposium, July 28-29, 2004, Washington, D.C., USA
    Workshops:
    Workshop #2: A Case Study of T-Mobile’s Knowledge Management Implementation (Best Practices) – Conquering Cultural Resistance to KM Technology (Leadership) – Knowledge Management (ITIL)

    Pre-Symposium Certification Courses: (Jul 25-27)
    Certified Knowledge Management™ (CKM, 2 days)

  • 3rd Knowledge Center Symposium, July 28-30, 2003, Las Vegas, Nevada, USA
    Symposium Theme: The Global Agenda for Enterprise Support: Preparing for Uncertainty
    Workshops:
    Enterprise Knowledge Management from an Organizational Standpoint – What Works … What Doesn’t
    Open Forum – Lessons Learned from Companies Deploying Knowledge Centers
    The Balanced Scorecard Approach to Reporting

    Pre- and Post-Symposium Certification Courses: (Jul 27-28 & Jul 31-Aug 1)
    Certified Knowledge Management™ (CKM, 2 days)

  • STI Knowledge University 2003, February 17 – 19, 2003, Atlanta, Georgia, USA
  • 2nd Knowledge Center Symposium, July 29-31, 2002, Las Vegas, Nevada, USA
    Symposium Theme: The 21st Century Knowledge Center: It Starts with Leadership …Then You Build It
    (Co-organizer: SupportSoft)
    Pre- and Post-Symposium Certification Courses: (Jul 28-29 & Aug 1-2)
    Certified Knowledge Management™ (CKM, 2 days)

    Keynotes:
    The Knowledge Center: Step Up to a Higher Level of Thinking
    How To Make Your CIO Look Good in the Next 12 Months
    Market Your Knowledge Center as a Business Solution
    Dr. Jon’s Top 10 Knowledge Center Essentials: Critical Benchmarking for the 21st Century Knowledge Center

    STI’s Knowledge-is-Power-Breakfast

    Panel Discussions:
    Are Software Companies Part of the Problem?
    How To Make Your CEO Really Care About Support
    IP Telephony for the Knowledge Center – Russian Roulette or Sure Bet?

    Presentations:
    The Power of the Knowledge Center
    Insourcing vs Outsourcing
    Raising the Bar on Employee Productivity
    Designing New Strategies for Customer Satisfaction in the Knowledge Center

    Seminar/Workshops:
    A Must Know: Emerging Business and Technology Trends in a Knowledge Center
    The Knowledge Center Professional – Your Most Valuable Investment
    The Right Support Solutions For You Today! – Knowledge Base, Password Reset
    Knowledge Center Service Levels That Leaders Understand

  • STI Knowledge University 2002, March 11-13, 2002, Atlanta, Georgia, USA
    Theme: Transforming Help Desk and Call Center Agents into Universal Support Professionals for the 21st Century Knowledge Center
    Pre-university certification courses: (March 10 -11)
    Certified Knowledge Management
  • e-Support Knowledge Center Symposium, August 21-22, 2001, Las Vegas, Nevada, USA
    Symposium Theme: Transform Your Help Desk & Call it a Knowledge Center

  Events

  STI Knowledge RoundTable Events

  • Journey through Knowledge Management
  • Executing a Successful Knowledge Management Strategy
  • Practices and Pitfalls in Support Knowledge Management
  • Knowledge Center: Tools and Technologies
  • Knowledge Management

  Webinars

  • Knowledge bases and other technical resources