UFFA, which stands for “Use it, Flag it or Fix it, Add it,” is the responsibility of every support professional in the knowledge management process. It comes from the Knowledge-Centered Support (KCS) methodology where knowledge management is based on collaboration and a shared ownership of the knowledge base. Let’s break it down.
Read moreYou have just been hired by an accounting firm to manage a project to upgrade the company’s billing system. The previous project manager has managed the project since its inception and dutifully collected weekly activity reports from all team members. In reviewing the reports, you notice that CV = –$1,938, CPI = 0.74, AC = $8,338, EV = 6,400, ETC = $32,658, and BAC is $36,000. As the new project manager, you are preparing a report for your first presentation to senior management. What is the EAC you will report if past assumptions are flawed?
Read moreITIL® is the most widely adopted service management framework in the industry. Yet with all its clearly defined processes, one required process is lacking: knowledge management.
Read moreWhich of the following is NOT an objective of the Service Transition lifecycle stage?
Read moreWhich of the following describes a collection of procedures used to manage workflow in a collaborative environment?
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