A good knowledge base does not guarantee adoption. You need to think about your audience and how they will find the information.
Date Published May 14, 2019 - Last Updated December 17, 2019
Think of your content holistically, across silos, to enable an enhanced user experience and ultimately provide a better quality of self-service.
Date Published May 9, 2019 - Last Updated December 17, 2019
Going ticketless is the ability to fully support users without them having to call a service desk or log a ticket.
Date Published May 7, 2019 - Last Updated December 17, 2019
Extending the IT service desk to the enterprise can provide big returns and benefits to an organization—but only if you approach it properly.
Date Published May 1, 2019 - Last Updated December 17, 2019
The ITIL 4 framework enables organizations of all types and sizes to meet the challenges of the new digital age.
Date Published April 30, 2019 - Last Updated December 17, 2019
How you communicate a service outage is important to your customers and for your peace of mind.
Date Published April 24, 2019 - Last Updated December 17, 2019
What is your worst service desk nightmare? Knowledge base adoption? Employee engagement? Call spikes? Lack of adherence to standard operating processes and procedures?
Date Published April 19, 2019 - Last Updated January 20, 2023
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Date Published April 10, 2019 - Last Updated December 17, 2019
Opinions about ITIL are varied, but almost everyone agrees it has given information technology (IT) a common language. ITIL 4 brings a major conceptual change.
Date Published March 27, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Doug Tedder about Enterprise Service Management, the VeriSM™ approach, the value of training, and more.
Date Published March 21, 2019 - Last Updated December 17, 2019