if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Date Published - Last Updated February 26, 2016
Too often, companies choose to believe they won’t be affected by security breaches. And too often they’re wrong. That means a whole lot of companies are losing—financially and reputationally.
Date Published - Last Updated December 1, 2017
Knowledge management and Knowledge-Centered Support (KCS) are gigantic concepts that carry big expectations for financial and business practices. For some, they seem like amorphous ideas that lead to brick walls and inaction. For others, in their eagerness to get started, it’s “pick a knowledge...
Date Published - Last Updated February 25, 2016
One of the most important things we’ve learned so far is that ITSM isn’t just about the process and the tools; it’s also about engaging and delighting customers.
Date Published - Last Updated June 2, 2016
When it comes to knowledge management and Knowledge-Centered Support best practices, Coveo has a decided edge. They have robust tools, which they create. But without the philosophy, culture, and processes infused throughout their company ...
Date Published - Last Updated February 26, 2016
Having an understanding of the key parts of project planning is critical to the success of any support team. There are two key elements of project management: people and process. Each element has ...
Date Published - Last Updated February 26, 2016
In the March/April issue of SupportWorld, Jim McKennan provided an overview of some of the activities related to problem management, including incident matching and root cause analysis. In this article, I will build upon that foundation by providing additional insights into the problem...
Date Published - Last Updated February 26, 2016
The University of Phoenix’s Technical Assistance Center (TAC) handles more than 1.6 million student and faculty contacts per year, including incidents, service requests, and urgent “how-to” training opportunities. In 2010, the TAC was looking for an effective way to guide the knowledge...
Date Published - Last Updated February 25, 2016
Economic realities are driving organizations to consider new options for service delivery that can help them operate cost-effectively while still driving service excellence. As they seek greater efficiencies, it no longer makes sense to have multiple layers of the same functionalities and silos...
Date Published - Last Updated February 26, 2016
Sending people to ITIL training and buying tools that promise “out of the box” ITIL are no guarantee of success. Flexibility and creativity are required to make change happen across the organization. This, in turn, requires people to be ready and willing to change, and this won’t happen by...
Date Published - Last Updated February 26, 2016