Cloud 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.
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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