As IT professionals, we all know that having repeatable processes and following some type of best practices framework can provide some structure, a method to the madness. So, rather than share prescriptive guidance that will enable you to successfully implement a knowledge base, I thought I...
Tag(s): knowledge management, KM
Economic realities are driving organizations to consider new options for service delivery that can help them operate cost-effectively while still driving service excellence. As they seek greater efficiencies, it no longer makes sense to have multiple layers of the same functionalities and silos...
Tag(s): service management, ITSM
The University of Phoenix’s Technical Assistance Center (TAC) handles more than 1.6 million student and faculty contacts per year, including incidents, service requests, and urgent “how-to” training opportunities. In 2010, the TAC was looking for an effective way to guide the knowledge...
Tag(s): KCS, trends, case study
Sending people to ITIL training and buying tools that promise “out of the box” ITIL are no guarantee of success. Flexibility and creativity are required to make change happen across the organization. This, in turn, requires people to be ready and willing to change, and this won’t happen by...
Tag(s): ITSM, supportworld
As the face of IT, the support organization plays a significant role in the customer’s overall experience and perception of IT. In recent years, many organizations have found that their internal customers’ expectations have evolved; they now expect—if not demand—the usability, self-help tools,...
Tag(s): IT service management, ITSM, customer experience, supportworld
What is the future of knowledge management? The quick answer is multi: multimedia, multichannel, and multilingual. As we look ahead two to three years, I believe these three attributes will have a powerful effect on several key trends in service and support, all of which have implications for...
Tag(s): future of support, knowledge management, KM, value-add