Date Published - Last Updated December 30, 2022

Apollo Education Group Case Study

KCS was chosen as it allows for real-time knowledge management and provides a continuous feedback loop, features that are essential for successfully maintaining the information used in an IT environment.
Date Published - Last Updated June 2, 2016

The Evolution of Knowledge Communities and Their Impact on Self-Service

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...
Date Published - Last Updated February 25, 2016

Beyond ITSM: Leveraging Service Management to Deliver Value Across Your Entire Organization

 

As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to...

Date Published - Last Updated January 25, 2023

Thinking and Doing: Current Practices in Problem Management

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...
Date Published - Last Updated February 26, 2016

Knowledge Is Power: KCS and Enterprise Knowledge Management

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...
Date Published - Last Updated February 26, 2016

K-12 Goes Mobile: Tablets in the Classroom

Schools have long offered technology education, taught by specialist computer teachers, typically in dedicated labs, in high schools, middle schools, and even at the elementary level. But today, large and small districts across the country are adopting mobile devices as essential tools, and far...
Date Published - Last Updated February 26, 2016

ITIL in the Support Center 2.0: Will It Thrive?

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...
Date Published - Last Updated February 26, 2016

Sharing Knowledge: The Complex World of Informatics

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...
Date Published - Last Updated February 26, 2016

Game Changer: How ITSM Applications Elevate the Customer Experience

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,...
Date Published - Last Updated February 26, 2016