The future of worklife in ITSM is poised at a critical juncture, with the convergence of rapid advances in technology and an increasing focus on the human factor shaping the working landscape. If it does mean an exciting journey to the future, questions arise about the role of technology in transforming IT service management. How could technological advancements affect ITContinue reading “The Future of Worklife in ITSM: Tech, trends & the human factor”
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Building A Robust Knowledge Base
What is a knowledge base? Simply put, a knowledge base is a collection of knowledge items or articles that can be used by service desk staff when resolving incidents to speed up resolution or prevent escalation. Retaining and sharing knowledge is key to creating an efficient service, reducing call volumes, and improving resolution times. However, the success of knowledge managementContinue reading “Building A Robust Knowledge Base”