Integrating Knowledge Management and Virtual Agents for Self-Service Success

 

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...

Date Published - Last Updated September 24, 2021

Working Out Loud: The Fast Track to Collective Responsibility

if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Date Published - Last Updated February 26, 2016

Tech Trends: Knowledge Management

The consumerization of technology and the “Google-ization” of information have changed the knowledge management landscape. How can you address these challenges in a way that benefits your users, your staff, and your business?
Date Published - Last Updated February 25, 2016

Business Relationship Management: Standards, Best Practices, and Practical Implementations

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

Two ITIL Processes That Pack Big Business Punch!

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

Self-Assist Made Easy: Five Simple Ingredients

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

Metrics-Driven Improvement: Using Metrics to Drive Service Excellence

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

Tech Trends: Knowledge Management Tools

In the pursuit of improvement, knowledge is key. Today’s knowledge management tools are more robust, and getting smarter all the time. But remember, a lot comes down to the human factor: a body of knowledge is only as good as the support professionals who use it, fix it, flag it, and add to it.
Date Published - Last Updated February 25, 2016

The Integrated Service Desk: Four Ways to Improve Processes and Consolidate Systems

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?
Date Published - Last Updated February 25, 2016

Imperatives for the Future

For this issue, HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare,...
Date Published - Last Updated February 25, 2016