14 Tips for ITSM Knowledge Management Success

This article discusses a variety of common barriers to knowledge management success – from getting started to day-to-day operational challenges; and offers up a variety of advice to get your knowledge management journey right, exploit existing knowledge, and avoid common “people” issues.

What Exactly Are XLAs and How Do You Use Them?

Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.

Why is Software Asset Management So Easy?

What are the three most common software asset management (SAM) mistakes? What are the challenges and truths of SAM? And what questions should you be asking SAM tool vendors? Find all your answers here.

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Service Desk Articles

The Current Status and Perspectives of the IT Service Desk
This article looks at the work taking place at the University of Oviedo, to understand the current situation and possibilities for improving the IT service desk function within IT service teams, and to identify opportunities for service management improvement.
How to Measure Service Desk Value
In this article, Aale Roos shares practical examples of how to best measure IT service desk value – and it doesn’t involve activity metrics such as availability and/or MTTR.
10 Automation & AI Tips for Working Smarter on the IT Service Desk
Here Stephen Mann looks not only at the benefits of Automation and AI to the service desk, but shares examples of what activities you should be automating and how to prepare for Artificial Intelligence on the service desk.

ITSM Articles

14 Tips for ITSM Knowledge Management Success
This article discusses a variety of common barriers to knowledge management success – from getting started to day-to-day operational challenges; and offers up a variety of advice to get your knowledge management journey right, exploit existing knowledge, and avoid common...
ITSM and Knowledge Management – Current Success Levels
What is the current take up of knowledge management across the globe, how does it differ by location, and what does this research indicate about ITSM and knowledge management in general? This article explores.
18 Benefits of Knowledge Management for the IT Service Desk
Knowledge management as a corporate capability is nothing new, but still too few organizations are realizing its value (or doing it badly). Here we look at 18 benefits of knowledge exploitation from the perspective of business outcomes, operations, people, and...