ITIL® and cloud computing should not be viewed as competitors. Not only can they coexist, both initiatives can complement each other within the same organization. There’s no need to choose one or the other—organizations interested in the benefits of ITIL can also benefit from a focus on cloud computing, and vice versa.
Read moreAttendees of our webinar “Understanding the Difference Between Incident Management and Problem Management” had a lot of great questions for the webinar host, Global Knowledge ITIL course director and ITIL expert Michael Scarborough. So great, in fact, we decided to share them, along with Michael’s great answers.
Read moreImplementing 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 moreEarly 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.
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