Is knowledge management finally finding its groove? From the point of view of one 18-year KM veteran, the answer is a qualified yes. There are genuine success stories, finally, and interest among senior executives is coming to life, now that KM is recognized as a requirement for successful adoption of the ITIL framework (in ITIL 3). This talk will challenge some common assumptions that have held KM initiatives back, and suggest why 2008 is the ideal year to re-launch dormant KM projects.

About the Speaker

Peter Dorfman is a certified, professional adoption advocate and change agent in Knowledge Management and IT Service Management/ITIL. He has been a thought leader and successful practitioner in Knowledge Management and related disciplines over the past 18 years. His specialties include adoption consulting, process design and training in ITIL, including Service Level Management and the development of service desk metrics.

He is the author of “Tools for Support Knowledge,” a book published by the Help Desk Institute. The book provides a comprehensive view of the leading software tools for building and maintaining help desk and end user support knowledge bases. He also is the author of "Knowledge Management Adoption," an original training course for service desk practitioners.

Mr. Dorfman has been a frequent conference speaker and a member of the conference advisory board of the Help Desk Institute. His research on “Accidental Knowledge Managers” was featured in Knowledge Management Magazine. He also has published articles on KM in distinguished journals such as KMWorld, Customer Support Management, Knowledge Management Review, Call Center Solutions and Knowledge Inc.