ITIL, the best practice framework formerly known as the IT Infrastructure Library, has played a big role in the evolution of corporate IT. Love it or hate it, it’s hard to dispute the fact that ITIL has done much to improve the professionalism and performance of technical service and support...
Tag(s): ITIL, future of support, ITSM
Knowledge has exploded, and by that I mean, knowledge is everywhere. Knowledge is accessible. Knowledge has been democratized, crowdsourced, repurposed, remixed, and regurgitated. Where knowledge was once scarce, it is now abundant. Where knowledge was once controlled, it is now free. It’s taken...
Tag(s): KM, knowledge management, social media, social IT, crowdsourcing
While the practice of problem management isn’t new, the buzz surrounding its implementation and benefits continues to grow as organizations mature and move beyond incident management. HDI recently conducted a survey of 475 technical support professionals, across more than thirty vertical...
Tag(s): problem management, industry report
Knowledge management is a hot topic in our industry, with more and more organizations making it a priority each year. And as with any enterprise initiative, such as ITIL, outsourcing, or any number of equally dynamic implementations, it’s success depends on the participation and buy-in of the...
Tag(s): KCS, KM, knowledge management, supportworld
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