Peter Dorfman is Principal Knowledge Manager for Hewlett Packard Legal and Government Affairs. He has been a thought leader and successful practitioner in Knowledge Management and related disciplines over the past 19 years.

His past specialties have included:

• IT Service Management — Practitioner-certified in ITIL, experienced in Service Level Management.
• Knowledge management, focused on applications in customer service and support. Expert and certified adoption consultant and instructor for Knowledge-Centered Support best practices.
• Marketing communications — e.g., authoring of positioning white papers, blogs, web content and other materials.
• Former journalist and publisher.

Mr. Dorfman is the author of “Tools for Support Knowledge,” a book published by the Help Desk Institute. The book provides a comprehensive view of the leading software tools for building and maintaining help desk and end user support knowledge bases, including web-based customer self-help systems. The research includes profiles of the key vendors of these tools—the acknowledged leaders in this segment of the support automation market, as well as some promising emerging companies. With reviews of the tools and other useful features, the study will simplify the selection process for support teams considering adoption or replacement of a knowledge base platform.

His research on “Accidental Knowledge Managers” was featured in Knowledge Management Magazine. He also has published articles on KM in distinguished journals such as KMWorld, Customer Support Management, Knowledge Management Review, Call Center Solutions and Knowledge Inc. He has guest lectured on KM at George Mason University, Fairfax, VA, and the Richard Stockton State College of New Jersey, Pomona, NJ.

Mr. Dorfman led a KM and IT Service Management practice at Leveraged Technology Inc., where clients included Bain Capital (ITIL process development), Novartis Pharmaceuticals (KCS adoption), Merck & Co. (KM assessment), Ancillary Care Management (as implementation partner to RightNow Technologies, Inc.), Novo Nordisk, Computer Associates (CA), and Nevada System of Higher Education.

He formerly was Director of Marketing for Molloy Group, a KM software start-up, a vice president at Grey Advertising, and an independent marketing consultant to high technology companies. He was a professional journalist and publisher for more than a decade.

Mr. Dorfman has been a frequent conference speaker and a member of the conference advisory board of HDI, formerly known as the Help Desk Institute.

Clients and friends have been saying awfully nice things about Peter Dorfman via LinkedIn.com. Thanks, all!

Contact: Peter Dorfman, 908 391-5921, pdorfman at knowfarm dot com