A good knowledge base does not guarantee adoption. You need to think about your audience and how they will find the information.
Tag(s): supportworld, service management, knowledge management, customer experience
Date Published May 14, 2019 - Last Updated December 17, 2019
Think of your content holistically, across silos, to enable an enhanced user experience and ultimately provide a better quality of self-service.
Tag(s): supportworld, service management, service desk, self-service, customer experience, customer service
Date Published May 9, 2019 - Last Updated December 17, 2019
Going ticketless is the ability to fully support users without them having to call a service desk or log a ticket.
Tag(s): supportworld, service management, ITSM
Date Published May 7, 2019 - Last Updated December 17, 2019
Extending the IT service desk to the enterprise can provide big returns and benefits to an organization—but only if you approach it properly.
Tag(s): supportworld, support center, service desk, service management, ITSM
Date Published May 1, 2019 - Last Updated December 17, 2019
The ITIL 4 framework enables organizations of all types and sizes to meet the challenges of the new digital age.
Tag(s): supportworld, service management, ITIL, framework and methodologies
Date Published April 30, 2019 - Last Updated December 17, 2019
How you communicate a service outage is important to your customers and for your peace of mind.
Tag(s): supportworld, customer experience, service management
Date Published April 24, 2019 - Last Updated December 17, 2019
What is your worst service desk nightmare? Knowledge base adoption? Employee engagement? Call spikes? Lack of adherence to standard operating processes and procedures?
Tag(s): supportworld, service management, knowledge management, practices and processes, workforce enablement, workforce enablement
Date Published April 19, 2019 - Last Updated January 20, 2023
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
Date Published April 10, 2019 - Last Updated December 17, 2019
Opinions about ITIL are varied, but almost everyone agrees it has given information technology (IT) a common language. ITIL 4 brings a major conceptual change.
Tag(s): service management, supportworld, ITSM, ITIL
Date Published March 27, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Doug Tedder about Enterprise Service Management, the VeriSM™ approach, the value of training, and more.
Tag(s): supportworld, service management, ITSM, podcast
Date Published March 21, 2019 - Last Updated December 17, 2019