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I first heard the term Chief Service Officer (CSO) in 2012 when I was...
How to win the forever war against the knowledge hoarders
HDI's KCS Principles training curriculum identifies Know...
A ticket is not resolved until the customer says it's resolved.
One of the temptations support center analysts and...
Information. We're flooded with it. Corporate policies, compliance training, holiday calendars, open enrollment and ...
After discussing the possibility of having one point of contact in the enterprise whether you have a squeaky chair or a co...
Organizational Transformation Through Commitment to Change
It's Tuesday, and your manager has just called you into...
Everyone who has ever endeavoured to introduce knowledge management has done so with the intent of making it valuable to b...
The service management and support world is a community of people who truly like to help.
Amid all the frameworks, met...
Create the Narrative to Establish Training Goals and Baselines
Have you ever asked or been asked any of the following ...
Design and Use Context to Find ITSM Answers
"Data is content, and metadata is context. Metadata can be much more ...
