KPIs aren't the goal—continual improvement is. Like ITIL itself, continual improvement is a cycle: once you've achieved a target, the cycle begins anew.
Tag(s): best practice, continual service improvement, framework and methodologies, KPI, ITSM, IT service management, practices and processes, reporting, reporting-and-analytics, supportworld
Date Published - Last Updated May 11, 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
The state of security in 2014 can be summed up in four words: We are falling behind. External breaches are occurring more frequently and becoming more complex, and internal threats have extended beyond malicious employees (past and present) and current employee mistakes to include vendors, who...
Tag(s): technology, trends, security management
Date Published - Last Updated February 26, 2016
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
Date Published - Last Updated February 25, 2016
Asset management is a time-consuming task, and larger organizations have a greater need for dedicated toolsets. What features should IT look for when selecting this type of software?
Tag(s): asset management, technology, trends
Date Published - Last Updated February 25, 2016
The service desk is the face of IT, regardless of what technology resources and capabilities are ultimately deployed to deliver services, and we need to change the way we deal with our customers, who are becoming increasingly tech-savvy and demanding more adaptable business solutions. We must...
Tag(s): ITSM, service desk, SLA, service level agreement, service level management
Date Published - Last Updated February 25, 2016
In service management, we come up with solutions and solve problems on a regular basis. It’s part of the job, and we are quite good at it. There are times, however, when a new problem arises and the usual solutions simply don’t work. The problem could be ...
Tag(s): service management, supportworld
Date Published - Last Updated February 26, 2016
IT provides services to the business, and ITSM enables IT to react accordingly when those services don’t perform as designed. It’s important that IT and the business are on the same page when it comes to key events, and that they approach those events with the same sense of urgency. This...
Tag(s): ITSM, IT service management, supportworld
Date Published - Last Updated February 25, 2016
Organizations often rush to kick-start improvement efforts without first completing a thorough analysis. All too often, improvement exercises are either reactive—knee-jerk responses to what others have done—or conceived in response to the passionate advocacy of a charismatic (and usually senior)...
Tag(s): customer service, continual service improvement
Date Published - Last Updated February 25, 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