Knowledge Management System Support Services

In 1999, Meeting the Challenge, Inc. acquired a license to use the Servicesoft Knowledge Management System (KMS) for development of an Americans with Disabilities Act KMS. The Servicesoft tool allowed for the development of a self-help web site using a combination of case-based reasaoning, decision trees, and natural language queries. MTC successfully created the ADA KMS using the tool. MTC's application of the system for this purpose was unique and established a relationship between Servicesoft (and Kana who eventually acquired Servicesoft) under which MTC provided consulting support and training to Servicesoft clients.

Meeting the Challenge, Inc. provides support services related to knowledge management systems in two areas: training and KMS development. The following examples identify some of MTC's KMS consulting engagements

• Defense Information Systems Agency - The Defense Information Systems Agency (DISA) acquired the Servicesoft KMS to provide customer support to its thousands of defense agency clients in troubleshooting informations system installations. MTC conducted extensive training sessions at each DISA facility throughout the US. MTC also assisted in initial installation and knowledge base development.
• Westchester County - MTC supported an engagement with Westchester County, New York to train staff in the use of the Servicesoft e-Service suite and then assisted the County in designing and developing the Westchester County Community Help Desk. Westchester County’s Community Help Desk (CHD) is a unique attempt to significantly enhance the utility of the web site by making it interact with the user in an intelligent manner. At the heart of the CHD is expert system software that allows information obtained from experts to be stored in a knowledge base.  Using the knowledge base, the CHD can interact with a user much as the expert would. The Community Help Desk is Westchester County’s response to a society where round-the-clock, self-service transactions are increasingly common.
• MDSI - MTC is currently supporting MDSI in Vancouver, Canada to install the Kana KMS and develop several knowledge bases. In addition to this direct support, MTC is activly engaged in training MDSI staff to use the system in customer support scenarios and to add new materilas to the knowledge base.