An Insider's Guide to Knowledge Management ROI

Due to the macroeconomic climate, IT projects

today get more scrutiny than in previous times. Accordingly, more people are

involved in the selection of a solution and its implementation into the

enterprise. Of course, a successful initiative should be in line with corporate

and departmental goals. Therefore, not only are IT executives involved in buying

decisions, but call center and help desk managers, users and even financial

executives play a role in the selection and implementation of IT projects. And,

while each party mentioned above might not have a Management Objective

associated with a knowledge management initiative—they do play a role in

determining if it will be successful or not.

Why take the time to accurately calculate ROI?

A knowledge management initiative takes time, money and

commitment - ongoing measurement of the program's achievements will show that it

can pay for itself and even start driving revenue to the company. These reasons

create a compelling case for measuring ROI:

- Benchmarking metrics establishes a baseline

- Set expectations (an often ignored step in IT projects)

- Gain management acceptance

- Create a repeatable model for measuring success

- Recognize true ROI

To read the full white paper, log on to:



http://www.serviceware.com/pdffiles/whitepapers/ServiceWare-Whitepaper-BusinessImpact-ROI.pdf

Source: Serviceware