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2017 Knowledge Management Survey

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Introduction

2017 Knowledge Management Survey

About this Survey
Knowledge management is a critical element of service operations. Support, field services and managed services organizations rely on a knowledgebase of information to solve customer problems. Professional services are increasingly leveraging knowledge management tools to capture best practices and lessons learned. Education services teams can use knowledge management systems to store frequently asked questions about products and training materials.

Knowledge management has been one of the top spending areas in TSIA's annual Global Technology Survey every year since 2006, and planned spending remains high for 2017-2018. This year's Knowledge Management Survey focuses not just on best practices, but also touches on the trends related to self-service and customer portals.

The findings of this survey will be released on October 23rd, 2017 at our Technology Services World (TSW) conference in Las Vegas. Everyone who completes the survey will receive a copy of the resulting research report. Your responses will be kept confidential and only reported in the aggregate.

This short survey will take 8 short minutes to complete, and will be open through Thursday, August 31.

If you would like a paper copy of the current benchmark questionnaire, you may download it here: PDF version or Word version. Please note that you must still enter your responses through this online portal.