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7 Steps For a Solid Knowledge Management Process [+Workflow Template]

Navigating the complexities of IT Service Management (ITSM) can often feel like trying to solve a massive jigsaw puzzle without seeing the picture on the box. Each piece represents crucial ...

InvGate AI Hub: New Artificial Intelligence Capabilities For IT Teams

The IT world has always evolved quickly, but the explosion of generative...

AI And Knowledge Management: Turn Ticket Resolutions Into Articles

An updated knowledge base is an essential part of an organization's...

Unlocking the Main Elements of the Knowledge Centered Service, With Lana Kosnik

The Knowledge Centered Service – also known as the Knowledge Centered...

Ryan Ogilvie's Only Step to ITSM Success: Learn From Practice

While theoretical knowledge provides an understanding of useful concepts...

Knowledge Centered Support (KCS): Definition, Process, and Best Practices

The Knowledge Centered Support or KCS encourages a more collaborative...

What is ITOM? IT Operations Management Definition, Benefits, And Best Practices

IT Operations Management or ITOM is the practice that helps you manage IT...

13 Tips to Boost Your Ticket Queue Management – And Prevent it From Piling up

Effective Ticket Queue Management prevents tickets from piling up on your...

What Are Service Knowledge Management Systems (SKMS) in ITIL?

The Knowledge Management practice is at the core of ITIL 4 processes; and...

How to Improve your Agents' Performance with an Internal Knowledge Base

It’s common for IT support teams to have one subject matter expert, that...
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