Just in case anyone (all 2 of your were wondering) I'm on a course today and tomorrow.
The course I am doing is call Knowledge Centered Support (KCS)
Here is the Wikipedia blurb about KCS
Following this course I'll continue my analysis of the Service Management tool I will be using for CMS, then gather feedback from stakeholders of the information they would like to see from the CMS reports.
As for KCS that is another project I have been charged with, if you have ever been interested in implementing a dynamic knowledgebase then watch this space.
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