Support teams implementing knowledge management solutions tend to focus their attention on the knowledge repository and the search tool they are adopting. But consideration solely for these technical aspects is not sufficient to guarantee success in a knowledge-centric service management initiative.
Date Published July 13, 2015 - Last Updated January 12, 2016
The service desk can play a pivotal role in preventing data breaches and thwarting cyber-crimes. Tools alone aren't enough; it takes training, documented procedures, and support from senior management.
Date Published July 6, 2015 - Last Updated May 11, 2016
Knowledge management is the future of IT support—but not as we know it today. The reality is, IT’s view of managing knowledge is significantly challenged by modern methodologies.
Date Published June 16, 2015 - Last Updated February 20, 2024
People at all levels of an organization want better productivity, more efficiency, and improved communication. This means they often use apps, devices, services, data storage, and more from outside, unapproved providers—known as "shadow IT."
Whether you're just becoming aware of...
Date Published June 10, 2015 - Last Updated August 26, 2015
Security and support aren’t covered with anywhere near the regularity of other aspects of the Internet of Things. But when you scratch the surface, they’re every bit as important to enterprises as usability and functionality.
Date Published June 9, 2015 - Last Updated May 11, 2016
Fifteen years ago, support at Petrobras was highly decentralized, with each of the company’s individual areas receiving user support from dedicated IT teams. There were no provisions for behavioral training or career-pathing, and the many IT teams providing support weren’t referencing best...
Date Published May 7, 2015 - Last Updated May 11, 2016
The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Date Published May 1, 2015 - Last Updated May 11, 2016
The IT services we provide support customer outcomes, so it makes sense that both IT and the customer benefit from knowing what services are on offer. But simply cataloging what we already have is not the end, but rather a necessary beginning to an ongoing journey in pursuit of excellence. Make...
Date Published April 30, 2015 - Last Updated April 30, 2015
According to IDG, “54 percent of [CIOs] claim that one of their top strategic initiatives for improving customer support is associated with decreasing operational and security risks with compliance-enabling tools for remote support." Unfortunately, not all remote support tools are...
Date Published April 30, 2015 - Last Updated April 30, 2015
During the last decade, many identity and access management (IAM) initiatives attempted to give the best technical answer to three top management’s concerns: governance, risk management, and compliance (GRC). Even if this direction was the right one, misunderstanding and frustration are too...
Date Published April 30, 2015 - Last Updated April 30, 2015