What to Do and What to Avoid for Your Knowledge Management Program
Here’s a roadmap for an effective KM approach, and the detours that can slow down the process. Knowledge management is a…
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Knowledge is Power in IT Service and Support
Here is an argument for how knowledge management and knowledge-centered support can supercharge your IT support…
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AXELOS/Peoplecert CPD program
In this post, you will find details on how you can maintain the validity of your certification(s) of your best…
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Nothing is Accomplished Alone
In this Q&A, Roy Atkinson shares his perspectives on how success in the IT-industry still depends on our connections…
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The Problem with SLAs, and How to Fix It
Too often, IT orgs mislabel other metrics and offerings as SLAs. Here is why that can muddy the waters. Let me ask you a…
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Five Important Skills Service Desk Managers Should Develop
Great managers practice great management skills. Here are a few suggestions for what to work on when you step into a…
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Surveying Your Customers - Don’t Make These 7 Mistakes
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are…
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Do what you’re afraid to do
We ask a few questions of Esther Pham, Director, Enterprise Service Desk at WBM, and a member of the HDI Strategic…
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