Why Verizon has created a company-wide Knowledge Base to support its transformation

Despite a high level of automation associated with its virtualised network solutions, Verizon acknowledges that there is always going to be a need for some of its engineers to conduct initial base configurations, yet they now need to work in a completely different environment. Whilst the traditional way of working was predicted on first defining a product and then creating the associated processes and training, this is no longer possible in an increasingly virtualised and agile marketplace. To keep its teams fully updated with developments across the organisation, Verizon has set up a company-wide Knowledge Base that incorporates daily online “surgeries” for its engineers, project managers and even its vendor partners, where questions can be asked and experiences shared. It is proving to be an important step towards Verizon becoming a self learning organisation that is ideally placed to capitalise on the new virtualized way of working in telecoms.