Knowledge is too often hoarded by individuals and teams. To change this will require a clear signal from the top down that good knowledge management is important and a cultural shift across all teams.
Date Published September 16, 2020 - Last Updated August 8, 2022
Too often, ITSM data can accidentally lead you to the wrong conclusions. Here's how to think through the process of what to measure and how to visualize what you've measured.
Date Published September 15, 2020 - Last Updated September 15, 2020
The number of women in IT has consistently declined or remained the same since the mid-1990s.
Date Published September 10, 2020 - Last Updated September 15, 2020
Leadership cannot always be totally transparent with every situation, but try to be as forthcoming with information as possible.
Date Published September 9, 2020 - Last Updated December 10, 2020
Any organization seeking long-term sustained growth must evolve its culture if it wants to move from lean start-up to established leader.
Date Published September 8, 2020 - Last Updated December 10, 2020
Knowing a few coding concepts can go a long way toward helping you get the most from your service management platform.
Date Published September 3, 2020 - Last Updated December 10, 2020
Take what you learned about business continuity from the current pandemic and apply it to a long-term strategy for your service and support organization.
Date Published September 2, 2020 - Last Updated December 10, 2020
Using customer feedback to improve processes, products, and services is essential to creating greater value for everyone, both customers and employees.
Date Published September 1, 2020 - Last Updated December 10, 2020
Jeff Rumburg demonstrates the critical linkage that exists between process maturity and overall performance in IT service and support.
Date Published August 26, 2020 - Last Updated January 20, 2023
Use a capacity model to determine and predict future staffing needs for your operation that meet the needs of your end users or customers.
Date Published August 25, 2020 - Last Updated December 10, 2020