Knowledge management is a capability that every IT department knows it should really be engaged in. However, it’s often something that works its way down to the bottom of the IT service desk to-do list. This probably happens because people are too busy “fighting fires” and the value of knowledge documentation is not seen immediately.

Topics: ITSM, knowledge base

While ITSM can be approached in many ways, its core objective is to structure the design, implementation and delivery of "services" to improve the efficiency of operations, mitigate risk, and facilitate strategic planning to support business needs. One way to do so, is by using Enterprise Service Management (ESM) technologies.

Topics: ESM, enterprise service management, knowledge base, ITSM, workflows, service desk solutions

Most organizations approach IT support management somewhat reactively (think of the familiar phrase of “firefighting IT”). But in today’s world of increased expectations and instant gratification, it’s no longer enough for IT to simply fix something once it breaks. In order to stay ahead, IT support must take a proactive role in its delivery of IT services and support. Even though support management usually implies activities that involve an immediate response, it is possible to plan and manage services so that incidents are less frequent.

Topics: user self service, SLAs, service desk, backlog, knowledge base