Each and every day, the SAP/IRIS Help Desk of the World Bank handles both technical- and policy-related queries from over 10,000 staff in over 100 offices around the world on over 20 major applications. The presenter will focus on how knowledge is cycled from the organization?s Help Desk cases, into its online knowledge database (used by both end users and analysts), into e-learning, into training workshops, and finally back to the Help Desk, all of which must be vetted on a regular basis. \x0D\x0A

\x0D\x0ALearning Objectives - Analyze the process by which solutions are routed from the Help Desk into your online knowledge base and training, using a standard vetting process Identify the issues and resource requirements necessary to carry out this learning effort \x0D\x0A