Service Management

ITIL Newbie Mistake #2: Certified and Done

May 12, 2014 Brady Orand Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

As IT organizations strive to provide more value to the ever-evolving nature of business, the ITIL Foundation course has become very popular, because it covers the concepts of managing IT as a set of services.

When students take the ITIL Foundation course, they often leave the classroom excited about how they can adjust the way they work to help the business meet its needs. Many times, this excitement is coupled with the desire to act immediately to show what they’ve learned from the course. This desire for immediate action can often produce negative results.

In this series, we’re taking a look at some of the common mistakes people make after they complete their ITIL Foundation course.

Problem Management and Knowledge Management

April 28, 2014 Guest Authors Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

Most organizations quickly realize that knowledge management must be integrated with incident management in order to improve the quality of service and the efficiency of providing assisted service. What is not as quickly recognized is the value of integrating knowledge management with problem management.

Cloud Computing Requires Automated Service Level Management

April 24, 2014 Hank Marquis Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

Ten years ago I asked if you wanted to trim $500,000 per month from your IT budget while increasing productivity. Guess what? Ten years have passed and virtually nothing’s changed, except that it’s now more important than ever to automate your service level management!

Investing for a Successful KCS Initiative

April 21, 2014 Guest Authors Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

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.

UFFA Is Every Support Professional’s Responsibility

April 14, 2014 Guest Authors Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

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.