Organizations desiring to implement or improve on their knowledge management processes must invest in people and process as well as technology. A common mistake organizations make is focusing on the tools more than the processes and people. That practice has consistently led to failure, as technology is an enabler of knowledge management, not a critical success factor.
Read moreUFFA, 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 moreCloud computing means managing services, and that means delivering to customer expectations. If you manage cloud services delivery, your answers to five simple questions can help you determine whether you’re doing that.
Read moreCloud computing means managing services, and that means delivering to customer expectations. If you manage cloud services delivery, your answers to five simple questions can help you determine whether you’re doing that.
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.
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