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
Date Published - Last Updated February 26, 2016
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
Date Published - Last Updated December 1, 2017
Knowledge management and Knowledge-Centered Support (KCS) are gigantic concepts that carry big expectations for financial and business practices. For some, they seem like amorphous ideas that lead to brick walls and inaction. For others, in their eagerness to get started, it’s “pick a knowledge...
Tag(s): knowledge management, KCS
Date Published - Last Updated February 25, 2016
When it comes to knowledge management and Knowledge-Centered Support best practices, Coveo has a decided edge. They have robust tools, which they create. But without the philosophy, culture, and processes infused throughout their company ...
Tag(s): knowledge management, KCS, supportworld
Date Published - Last Updated February 26, 2016
There’s an information security maxim that states, “There’s no security without physical security.” Buildings and infrastructure (other than specifically IT infrastructure) are usually the domain of a department other than IT, but the technology used to monitor and secure facilities of all types...
Tag(s): support models, future of support, security management
Date Published - Last Updated February 26, 2016
As an organization in a highly regulated industry, Tampa Electric faces complexities and pressures that other organizations may not. As a guardian of the grid, those complexities and pressures are compounded. Yet Tampa Electric’s “culture of security” and practical approaches to security could...
Tag(s): security management
Date Published - Last Updated February 26, 2016
Having an understanding of the key parts of project planning is critical to the success of any support team. There are two key elements of project management: people and process. Each element has ...
Tag(s): desktop support, problem management, supportworld
Date Published - Last Updated February 26, 2016
In the March/April issue of SupportWorld, Jim McKennan provided an overview of some of the activities related to problem management, including incident matching and root cause analysis. In this article, I will build upon that foundation by providing additional insights into the problem...
Tag(s): problem management
Date Published - Last Updated February 26, 2016
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
Date Published - Last Updated February 25, 2016
Securing personal devices requires an in-depth knowledge of not only the unique aspects of mobile devices but also the unique approaches to securing mobile devices that aren’t owned by company. Multiple platforms and multiple mobile device management (MDM) solutions only complicate the BYOD...
Tag(s): byod, security management
Date Published - Last Updated February 26, 2016