There is no single metric that can represent the health of your knowledge management initiative. You will need to monitor and trend multiple metrics.
Tag(s): supportworld, metrics and measurements, KCS, knowledge management
Date Published April 12, 2018 - Last Updated December 13, 2018
The value of the assets you have pales in comparison to the data on those assets and entry points to your network.
Tag(s): supportworld, service management, security management, costs, asset management
Date Published April 10, 2018 - Last Updated April 8, 2020
A key mechanism for measuring service quality as part of performance management is to do quality control (QC) audits of service transactions.
Tag(s): supportworld, service management, quality management, workforce enablement, workforce enablement, ITIL
Date Published April 3, 2018 - Last Updated December 13, 2018
Organizations want to compare the value and costs of their current on-premises solution to SaaS solutions on the market as objectively as possible.
Tag(s): supportworld, service management, ITSM, IT service management, cloud computing, cloud
Date Published March 29, 2018 - Last Updated December 13, 2018
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Tag(s): supportworld, support center, service management, workforce enablement, technology, metrics and measurements, desktop support, customer experience, hdi conference
Date Published March 28, 2018 - Last Updated December 13, 2018
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Tag(s): supportworld, workforce enablement, technology, service management, support center, metrics and measurements, customer experience, desktop support, hdi conference
Date Published March 27, 2018 - Last Updated December 13, 2018
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, technology, metrics and measurements, customer experience, customer service, desktop support, support center, hdi conference
Date Published March 26, 2018 - Last Updated December 13, 2018
Western Kentucky University’s IT division set out to implement KCS, despite previous knowledge management efforts ending in frustration.
Tag(s): supportworld, support center, knowledge management, knowledge-management-systems, KCS, KM
Date Published March 21, 2018 - Last Updated December 13, 2018
Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Tag(s): supportworld, support center, KCS, KM, knowledge management, workforce enablement, workforce enablement, culture
Date Published March 13, 2018 - Last Updated December 13, 2018
IT maturity is defined by the collective set of IT capabilities; it’s about what the IT department can do for the business.
Tag(s): supportworld, service management, maturity models
Date Published March 8, 2018 - Last Updated December 13, 2018