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.
Tag(s): best practice, community, desktop support, service desk, social networking tools, social IT, supportworld
Tag(s): fusion conference, KCS, KM, knowledge management
When budgets are tight, it’s important that you spend money on training that builds the skills you need at the levels you need them.
Tag(s): workforce enablement, workforce enablement, training, supportworld, service desk, support center, framework and methodologies, framework
Learn how one organization turned their KCS investment into strategic value with minimum outside help.
Tag(s): service management, KCS, KM, training
ITSM and customer relationship management (CRM) are industries, frameworks, technologies, and approaches that have traditionally been applied to very different business processes, workloads, and segments of the organization. But with the degree of consolidation and standardization taking place...
Tag(s): ITSM, IT service management, customer experience, supportworld
People are used to googling to get answers to their questions, so why invest in a knowledge management system and web self-service for IT support? Well, there are some major drawbacks to using Google in lieu of a knowledge management system. The shortcomings are mostly the same whether end users...
Tag(s): knowledge management, tools
The state of security in 2014 can be summed up in four words: We are falling behind. External breaches are occurring more frequently and becoming more complex, and internal threats have extended beyond malicious employees (past and present) and current employee mistakes to include vendors, who...
Tag(s): technology, trends, security management
KPIs aren't the goal—continual improvement is. Like ITIL itself, continual improvement is a cycle: once you've achieved a target, the cycle begins anew.
Tag(s): best practice, continual service improvement, framework and methodologies, KPI, ITSM, IT service management, practices and processes, reporting, reporting-and-analytics, supportworld
Poorly planned, an IT transformation can bring about its own apocalyptic realities seemingly overnight: new processes, new technologies, and new operational behaviors. IT transformations also bring forth people who are confident and competent in the new world, and people who are not. These are...
Tag(s): change management, supportworld
When I ask my clients about their problem management processes, I often get a curious response: “We don’t really have the time to focus on problems because we’re so busy putting out fires. Once we knock down the fires that flare up, we’ll be able to devote some time to problem management.” A...
Tag(s): service management, problem management, incident management