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Knowledge Management Exam (212-69)
Knowledge Management Exam (212-69)
 
Credit Towards Certification
  • Certified e-Business Professional
Exam Details
  • Number of Questions: 50
  • Passing Score: 70%
  • Test Duration: 2 Hours
  • Test Format: Multiple Choice
  • Test Delivery: Prometric Prime Online Web site
 
Test Objectives v2

Module I: Introduction to Knowledge Management
  • Defining Knowledge Management
  • Three pillars of Knowledge Management
  • Objectives of knowledge management
  • Knowledge management perspectives
  • Essential Terms
  • Principles of Knowledge
  • Business Environment
  • KM and the e-Business Space
  • Significance of Knowledge Management
  • Evolution of Knowledge Management - Methods
  • Evolution of Knowledge Management - Thrust
  • Evolution of Knowledge Management - Focus
  • Knowledge Management Technology Scene
  • Management Challenges
  • Critical Success Factors

Module II: Knowledge and Learning
  • Defining Knowledge
  • Defining Learning
  • KM and Learning in Organizations
  • The Knowledge Hierarchy
  • knowledge as a Strategic Resource
  • Realities in Knowledge Management
  • Types of Organizational Knowledge
  • Types of Knowledge Acquired
  • Knowledge Transfer Modes
  • KM and Individual Learning
  • Optimal Characteristics of Learners
  • Learning Delivery types
  • E Learning Characteristics
  • Essentials of E Learning
  • Strategic Importance of E Learning
  • Effectiveness of E Learning

Module III: Organizational Learning and Learning Organizations
  • Defining Organizational Learning
  • Organizational Learning Types
  • Levels of Organizational Learning
  • Motivation for Organizational Learning
  • Understanding a Learning Organization
  • Learning Organizations
  • Activity Profile of Learning Organizations
  • Characteristics of a Learning Organization
  • Five Disciplines of Learning Organizations
  • Learning Strategies
  • Sorting out Domains and Relationships
  • Relationship of IT, IM and KM
  • Essence of Knowledge Management
  • Knowledge Sharing
  • People, Places and Things
  • Reasons for Knowledge Sharing
  • Types of Knowledge shared
  • Capturing and sharing knowledge
  • Why People don’t share
  • Why People share
  • How to share knowledge
  • Examples from the Private Sector
  • Examples from the Public Sector
  • Recommendations for sharing knowledge
  • Pitfalls to Avoid
  • Organizational Challenges

Module IV: Organizational Culture, Change Management and Communities of Practice
  • Knowledge Flows and Networks
  • Social Network Analysis
  • Need for Analysis
  • SNA Applications
  • Exhibit - ContactMap
  • Organization Culture
  • Imbibing Culture
  • Typologies of Culture
  • Characteristics of Organization Culture
  • Aspects of Knowledge Management
  • Shaping Organization Culture
  • Schein’s 10 Step Audit
  • Managing Change
  • Organization Performance Levers
  • Need for Change Management Approach
  • Knowledge Workers and Roles
  • Introducing Communities of Practice
  • Characteristics of Communities
  • CoP Facilitators
  • Strategic Purpose of Communities
  • Building CoP
  • CoP PhaseI,II
  • Components of CoP
  • Benefits from communities
  • Recommendations
  • Story Telling
  • Six steps in Story Telling
  • Characteristics of Stories

Module V: Enabling Technologies
  • Requirements of Knowledge workers
  • Mapping KM Technology to Transfer Modes
  • Technology issues
  • Layers of a KM Platform
  • Technology Aspect of KM
  • Communications Module
  • Introducing the Intranet
  • Differentiating Intranet Internet and Extranet
  • Intranet Business Issues
  • Intranet Technology Issues
  • Intranet Components
  • Benefits of an Intranet
  • Applications and Benefits
  • Cost Benefit Analysis Exhibit
  • Intranet Technology Requirements
  • Challenges and Opportunities of a Corporate Intranet
  • Communities Teams And Experts
  • Expertise Location
  • Guidelines for Deploying an Expert Location System
  • Introducing Portals
  • Technology Requirements of Portals
  • Benefits of Portals
  • Relating Portals and Document Management
  • Portals and the e-Business Space
  • Enterprise Knowledge Portals
  • Content Management
  • Architecture of a CMS
  • Real Time Collaboration
  • Groupware Workflow and Document Management
  • Asynchronous Groupware
  • Synchronous or Real-time Groupware
  • Document Management and Imaging
  • Other supporting technology
  • Technology Challenges
  • KM Deployment Phases
  • Top 100 KM companies

Module VI: Knowledge Management Frameworks and Processes
  • Introducing the Knowledge management Framework
  • Requirements from a KM Framework
  • Basics of a knowledge framework
  • Overview of Popular Frameworks
  • Selecting a KM Framework
  • Knowledge Processes
  • Modes of Knowledge Generation
  • Knowledge Creation
  • IT Application for Knowledge Creation
  • Knowledge Storage / Retrieval
  • Forms of Knowledge Storage / Retrieval
  • Knowledge Repositories
  • Corporate Knowledge Repository
  • IT Applications for Knowledge Storage / Retrieval
  • Knowledge Transfer
  • Five Elements of Knowledge Transfer
  • Informal and Formal Channels
  • IT Applications for Knowledge Transfer
  • Knowledge Application
  • IT Applications for Knowledge Application
  • Social Capital
  • Protecting Knowledge
  • Knowledge Harvesting
  • Knowledge Management Process Map
  • Embedding Knowledge in Organization Processes
  • Exhibit. Business process Mapping
  • Exhibit. Embedding Business Process Knowledge

Module VII: Knowledge Strategy
  • Strategic Themes
  • Importance of KM Strategy
  • Essentials Of Knowledge Management Strategy
  • Knowledge Management Strategies
  • Codification
  • Codification Example: Daimler Chrysler
  • Personalization
  • Comparing Codification and Personalization
  • Best Practices
  • Best Practices Example: Ford
  • Communities of Practice
  • Communities of Practice Example: Siemens
  • Exhibit. Strategies
  • Exhibit. Benefits
  • Guidelines for Knowledge Strategy Formulation

Module VIII: Knowledge Management Assessment and Planning
  • The Knowledge Management Maturity Model
  • Need For Maturity Model
  • Knowledge Management Maturity Levels
  • Key Factors Involved
  • Key Result Areas
  • Siemens AG KMMM
  • KMMM Auditing
  • KM Readiness Assessment
  • Importance of Assessing KM Readiness
  • How to assess organizational readiness
  • KM Framework Readiness Example: KPMG
  • Implications
  • Enhancing Organizational Knowledge Maturity
  • Knowledge Auditing
  • Need for Auditing Knowledge
  • Sources of Knowledge for Audit
  • Knowledge Audit Methods
  • Basic Audit Methodology
  • Challenges For Auditing Knowledge
  • Sample Audit outline
  • Deliverables of a Knowledge Audit
  • Knowledge Management Project Initiation
  • Project Planning Guidelines
  • Critical Success Factors

Module IX: Knowledge Management Measurements and Methodologies
  • Basics Of Measurement And Metrics
  • Significance of KM Measurement
  • Types of Metrics
  • Analysis and Interpretation
  • The Measurement Process
  • Qualitative and Quantitative Measures
  • Balanced Scorecard
  • Need for Implementation Methodology
  • APQC KM Road Map
  • Exhibit. PWC KM Project Methodology
  • Example of a Methodology: British Petroleum
  • Critical Success Factors

Module X: Building a Business Case for Knowledge Management
  • Definition of Business Case
  • The Business Development Process
  • Target Value Drivers For KM
  • Arriving At Benchmarks For KM
  • Basics of Financial Analysis
  • Measurement Plan
  • Example of a Balanced Scorecard
  • Phases of a KM Project
  • ROI
  • Other Financial Analysis Methods
  • Role Of Measurement In Business Case
  
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