Overenthusiastic advocates of any initiative often jump into action before thinking things through, but just because one organization saved money by using peer-to-peer support, that doesn’t mean it will work in every organization in the same way.
Date Published - Last Updated May 11, 2016
While the practice of problem management isn’t new, the buzz surrounding its implementation and benefits continues to grow as organizations mature and move beyond incident management. HDI recently conducted a survey of 475 technical support professionals, across more than thirty vertical...
Date Published - Last Updated February 26, 2016
Knowledge management is a hot topic in our industry, with more and more organizations making it a priority each year. And as with any enterprise initiative, such as ITIL, outsourcing, or any number of equally dynamic implementations, it’s success depends on the participation and buy-in of the...
Date Published - Last Updated February 26, 2016
Knowledge has exploded, and by that I mean, knowledge is everywhere. Knowledge is accessible. Knowledge has been democratized, crowdsourced, repurposed, remixed, and regurgitated. Where knowledge was once scarce, it is now abundant. Where knowledge was once controlled, it is now free. It’s taken...
Date Published - Last Updated February 25, 2016
Schools have long offered technology education, taught by specialist computer teachers, typically in dedicated labs, in high schools, middle schools, and even at the elementary level. But today, large and small districts across the country are adopting mobile devices as essential tools, and far...
Date Published - Last Updated February 26, 2016
Nationwide Insurance began its ITSM journey in 2002, starting with change and incident management. With full executive support, a dedicated process staff, and shared objectives across all of IT, the program was a huge success, and we realized as much as a 75-percent improvement in availability...
Date Published - Last Updated February 25, 2016
Our obsession with the service catalog—just one among many ITSM tools, modules, or capabilities—is over five years old, and it seems every IT organization has either decided or been told that the service catalog is an absolute must-have. However, in my opinion, it’s best to look back before we...
Date Published - Last Updated February 25, 2016
In the mobile world, employees, customers, and IT staff expect to work from anywhere. It’s about freedom of location, device choice, and productive applications. As such, business services must have the capacity to deliver support to mobile devices and their users as well as the ability to...
Date Published - Last Updated July 19, 2018
If your service desk already has a great set of processes in place, good news: with just a little effort, you can reuse many of those same processes to optimize and improve your knowledge management program! After all, reuse is one of the main principles of Knowledge-Centered Support (KCS)....
Date Published - Last Updated February 25, 2016
The consumerization of technology and the “Google-ization” of information have changed the knowledge management landscape. How can you address these challenges in a way that benefits your users, your staff, and your business?
Date Published - Last Updated February 25, 2016