We were looking for increased functionality, including automation, defined escalation paths, trend analysis, and real-time dashboards and reporting.
Date Published - Last Updated June 2, 2016
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Date Published - Last Updated September 30, 2015
KCS was chosen as it allows for real-time knowledge management and provides a continuous feedback loop, features that are essential for successfully maintaining the information used in an IT environment.
Date Published - Last Updated June 2, 2016
While it was clear the Knowledge-Centered Support (KCS) methodology would help to address some of the key problem areas within the ATSC, it was also evident that KCS would have significant benefits for the organization.
Date Published - Last Updated June 2, 2016
Because of the nature of business today, IT management has shifted from a set of tactical tasks to some of the most strategic initiatives within an organization. The mere fact that IT management is now part and parcel of the overall executive management team is a testament to the significant...
Date Published - Last Updated April 30, 2015
Date Published - Last Updated March 27, 2025
Date Published - Last Updated March 27, 2025
The help desk solutions available in today’s marketplace differ markedly from those of even a few years ago, however. Among the most dramatic technology shifts is where the help desk actually resides—not within the company’s walls, but in the “cloud.” The next generation of help desk...
Date Published - Last Updated April 30, 2015
We focused on streamlining processes to eliminate duplication of effort and improve efficiency.
Date Published - Last Updated June 2, 2016
A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality...
Date Published - Last Updated December 30, 2014