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
Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Too often, companies choose to believe they won’t be affected by security breaches. And too often they’re wrong. That means a whole lot of companies are losing—financially and reputationally.
Tag(s): security management
While “agile” is freely used, there’s not a clear definition of what “being agile” actually means, particularly in the context of technical support and service management. In this article, I will provide a high-level overview of Agile concepts, its origins, its primary frameworks, and its value....
Tag(s): ITSM, service management, process
While BYOD and broader consumerization trends may be turning the corporate IT world upside down, such factors have long been a reality in the campus IT environment. But that doesn’t mean that university IT departments are immune to the changing expectations of today’s empowered device owners.
Tag(s): case study, byod, desktop support, service desk, security management
As more organizations adopt ITIL best practices or pursue ISO/IEC 20000 certification, the number of BRMs continues to rise. Gartner predicts that the percentage of IT personnel dedicated to relationship management and change leadership functions will reach nearly 15 percent by the end of 2013,...
Tag(s): business alignment, ITIL, IT-business alignment
For more than twenty years, the technical service and support industry has been trying to arrive at a common understanding of IT/business alignment. But why is this subject so important? Well, IT/business alignment has long been seen as one of the keys to synching IT’s goals with the business’s...
Tag(s): business alignment, incident management, ITIL, service desk, service level management
A self-assist solution is one in which a person doesn’t directly rely on any other person to resolve their problem. No phone call needs to be placed. No chat window needs to be opened. No email needs to be exchanged. True self-assist (sometimes called self-service) is similar to how gas stations...
Tag(s): practices and processes, knowledge management, self-service tools, KM
In the beginning, it’s all about the basics: incident management, problem management, and change management. The momentum generated by the simple act of embracing the new concepts carries things forward—to a point. There is so much excitement that maybe, just maybe, things will really change...
Tag(s): metrics and measurements, service design, service management
By and large, support tools and processes have simply not kept up with the growth of technology as a whole. Why can’t all of these systems be integrated?
Tag(s): technology, incident management, service management, tools