Security+ Question of the Week
Which research tool or technique is used to manipulate input in order to discover abnormal responses in applications?
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PMP Exam Prep Question of the Week
The team has identified the risk of delayed completion of technical deliverables due to the use of multiple vendors. Missing several project schedule deadlines is an example of a what?
Read moreWhy Is Knowledge Management So Important to the Service Desk?
Implementing knowledge management within a support organization to improve the service desks abilities to respond to customer issues benefits the organization, the support staff, and the customers. Here are just a few reasons why organizations implement knowledge management.
Read moreWhat Are Knowledge Management Best Practices for the Service Desk?
Early in my career, I helped organizations implement knowledge management best practices based on the knowledge engineering model. The model required a dedicated team of knowledge engineers, who were often technical writers, to develop, validate, verify, and publish knowledge to a knowledge base for use by support analysts in a support center and by customers using self-service. This was a common model used by many high-tech organizations. It also had many challenges.
Read moreITIL Exam Prep Question of the Week
According to ITIL Continual Service Improvement, which of the following are the reasons for measuring?
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