Knowledge Management Archives

Will Your ITSM Data Issues Deliver Bad Experiences and Bad Bots?

Mikko Juola February 21, 2019

In this article, we consider whether your average ITSM team is able to really take advantage of the opportunities that digital transformation, customer experience, and AI technologies offer. Specifically, to help you to better understand if your ITSM team is suitably positioned to deliver against the business requirements that are necessitating this increased exploitation of technology and data.

The 5 Hottest ITSM Trends and Topics for 2019

Sophie Danby January 22, 2019

Find out what ITSM professionals would like information on, and help with, in 2019 based on our recent reader poll; and get an idea of where the ITSM industry is looking, and potentially heading, in the year ahead. The results are relatively different to those of 2018!

Knowledge Management Issues and IT Service Desks

Tackling Common Knowledge Management Issues for IT Service Desks

Stephen Mann September 12, 2018

Corporate IT service desks have long understood the opportunity, and benefits, of knowledge management, but far too many continue to struggle to make the most of what their service desk agents, and the wider IT organization, already know. The question is: why is this?

Comparing Internal Versus External Knowledge Base Solutions

Chris Rall August 28, 2018

This article aims to provide an overview of the different types of knowledge bases available. The question we want to answer here is: “Is it better for your company to use an internal knowledge base (that’s built into your ITSM tool) or an external knowledge base provided by a third party?”

14 Tips for ITSM Knowledge Management Success

Stephen Mann June 21, 2018

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.

Celebrating knowledge management success

Knowledge Management – the Current ITSM Success Levels

Stephen Mann June 7, 2018

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.

ITIL Knowledge Management for the IT Service Desk

Stephen Mann May 23, 2018

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 customers.