Date Published - Last Updated March 27, 2025
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
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
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
We focused on streamlining processes to eliminate duplication of effort and improve efficiency.
Date Published - Last Updated June 2, 2016
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
Fiserv began implementing its knowledge management strategy in 2012. First, they implemented a process to streamline the receipt of knowledge updates.
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
We needed to find ways to head off the expected volume increase while expanding the breadth of knowledge across all of our support agents.
Date Published - Last Updated June 2, 2016
We observed our colleagues using the request tools where they worked. We realized that we needed to present information in a role-specific manner.
Date Published - Last Updated June 2, 2016