The mere availability of a technology doesn’t mean it will be successful in the future; there are many other factors at play (societal, political, organizational), and most of these technologies will have no impact on customers or technical support. But some will, and, in fact, already are. In...
Date Published April 23, 2015 - Last Updated February 26, 2016
If your organization is invested in sharing knowledge, the five measures presented in this article will help you report on progress and reinforce behaviors.
Date Published April 23, 2015 - Last Updated May 11, 2016
No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Date Published April 23, 2015 - Last Updated May 11, 2016
Is ITSM still relevant in the mobile age? Absolutely. ITSM and ITIL can and should provide the overall framework within which Agile development can successfully operate, developing and deploying apps that are part of a service fit for purpose and effective use in a mobile environment.
Date Published April 7, 2015 - Last Updated May 11, 2016
The current world of IT is complex, and the best set of processes for your organization might be a combination of frameworks and methodologies rather than just one. This infographic illustrates data on how organizations of all sizes and across industries are using a comination of frameworks and...
Date Published March 13, 2015 - Last Updated March 10, 2021
If you don’t make mistakes, you’re just not trying hard enough. But what do you do when the inevitable happens? What do you do when you or your staff make a mistake? Mistakes can erode trust, but let’s be very clear: It’s not the mistake that ...
Date Published March 7, 2015 - Last Updated February 26, 2016
What is K-Flow, and how can it be used to promote and drive continuous improvement in the support organization?
Date Published March 4, 2015 - Last Updated June 27, 2016
Given the multitude of challenges that IT has faced over the years, there's a growing recognition that IT must grow, change, and clearly demonstrate the value it gives back to the organization.
Date Published February 24, 2015 - Last Updated May 11, 2016
New mobile trends present serious opportunities for businesses and IT departments—and serious risks for those that turn a blind eye to the evolving mobility landscape.
Date Published February 20, 2015 - Last Updated March 10, 2021
KCS is by far the best methodology for support centers, but in the journey to drive organizations to it, there are numerous challenges.
Date Published February 18, 2015 - Last Updated June 27, 2016