Knowledge management can be a tough sell. Managers wonder whether it’s worth the time and effort. Analysts worry they can easily be replaced if they document their knowledge.
Date Published February 21, 2017 - Last Updated April 19, 2019
Demonstrating the value of IT for the business is more important than ever. Follow these 5 IT governance steps for value delivery.
Date Published February 14, 2017 - Last Updated December 6, 2017
Change is the only constant, especially if you’re in the world of technical support. Teams move and change, processes need to be changed, and technology and tools change.
Date Published February 13, 2017 - Last Updated December 6, 2017
An operational level agreement (OLA) is an agreement between the IT service provider and customers that defines expectations for achieving SLAs.
Date Published February 7, 2017 - Last Updated April 19, 2019
Strategic planning requires focus. For some, that means getting away from the office, blocking time on their calendar, or maybe putting on red headphones.
Date Published February 6, 2017 - Last Updated December 6, 2017
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Date Published February 2, 2017 - Last Updated December 6, 2017
These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Date Published January 31, 2017 - Last Updated December 6, 2017
While information security is high on every IT executive’s list, that may not translate into good training and procedures at the service desk.
Date Published January 30, 2017 - Last Updated December 6, 2017
IT organizations need to do more than just think that they do service management and deliver services just because they adopted ITIL.
Date Published January 24, 2017 - Last Updated December 6, 2017
Often, when IT organizations first stand up a formal problem management process, the technical staff are unsure as to when to open a problem record.
Date Published January 19, 2017 - Last Updated December 6, 2017