Martin Stewart

For most service desk agents, the average day is unpredictable. The phone can ring at any time, about any type of issue. It could be a minor issue. It could be a catastrophic system failure …

Great knowledge management doesn't happen by accident. To succeed, knowledge must become a part of the way people work—by integrating capture and use into IT and business processes. Knowledge is …

Focus on Value is one of the ITIL 4 Guiding Principles and one which IT leaders should keep in mind when planning a knowledge management strategy. Why? Because an easy-to-access …

A successful Knowledge Management initiative relies on knowledge sharing. Knowledge sharing relies on employee mindset (willingness to share their knowledge) and behavior (remembering to capture it at an appropriate moment) …

Self-service adoption can't be left to chance; you'll need a plan to change user behavior. No plan, no ROI. There is an old military saying: "Hope is not a strategy" …

What you put into your self-service portal dictates its appeal to end users as a support channel. What does it let them do? What can they achieve through the portal? …

Organizations who start out on an IT self-service initiative with a focus on reducing IT costs usually find that costs go up. Why? Because when a self-service portal is built …

Winning at Self-Service Support Relies on Knowing What Users Really Want The #1 reason why self-service initiatives fail is lack of engagement with the people who will use your self-service …

The four dimensions of ITIL 4® are ingredients needed to create high quality products and services which deliver value to customers: Organizations and people Value streams and processes Information and technology Partner and …

The four dimensions of ITIL 4® are ingredients needed to create high quality products and services which deliver value to customers: Organizations and people Value streams and processes Information and technology Partner and …