In this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better?
Continue ReadingIn this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better?
Continue ReadingIn this video series, we explain an ITSM concept in about 60 seconds. This week, we focus on Shift Left. What is it? And how does it help you improve your service delivery?
Continue ReadingKnowledge Management is a never-ending process; continuous development in your organisation means the knowledge base must be constantly updated with new information. It's important to...
Continue ReadingWho owns the Knowledge Base at your Service Desk? The politically correct answer is probably “it’s a joint effort”. But in real life, isn't the Knowledge Manager the one doing most of...
Continue ReadingBetter Knowledge Management is incredibly important to improving your Service Delivery and Customer Satisfaction.
Continue ReadingIt’s no fun receiving negative feedback, but we've found that it's incredibly valuable sometimes. For example if you want to improve your Knowledge Base. What do you do when a knowledge...
Continue ReadingSo often, the problem with Knowledge Bases is that they are hard to understand. Either the knowledge articles do contain the knowledge and it's just not communicated that well, or the...
Continue ReadingWhether you are just looking to start the process of better knowledge sharing in your organisation, or if you already have a Knowledge Base you'd like to make better use of, one of the...
Continue ReadingI’ve spoken before about the importance of Knowledge Management to the modern Service Desk. Not only does it help cut resolution times massively, but it also promotes a better working...
Continue ReadingWe strongly believe that Knowledge Sharing is the way to go for the modern Service Desk. Instead of reinventing the wheel with every call, you should be using the collective knowledge of...
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