You can lead a horse to water but you can’t make it drink. This tried and true saying applies to many areas of work and life, including knowledge management. Knowledge management is now an important, and some would argue, essential, part of IT support. But, the same old challenges apply when it comes to adopting knowledge management capabilities within your day-to-day tasks and workflows, and ensuring knowledge is accessible, relevant, and timely.

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I’ve felt resistance to functional programming and to functional programmers ever since functional programming became "a thing". While I'm disappointed by the arguments made against functional programming, I am equally (if not more) frustrated that the functional programming point of view has not evolved, leading it to be easily derided as developer religion. It's time to move the discussion forward. Because no matter our views on functional programming vs. object-oriented programming vs. whatever else, we all need to be functional engineers.

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JIRA Service Desk is excited to announce that agents can now view, search, and share knowledge base articles directly from an issue. By being able to discover and share knowledge easily, IT teams can streamline ITIL processes, including incident, change and problem management. Read out to find out how you can apply this new feature.

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We're excited to unveil Connect for JIRA Service Desk, our shiny new API that connects your JIRA Service Desk with other software solutions. Whether you’re a JIRA Service Desk admin or developer, there is so much you can build. Craft integrations that create tickets from a phone call or a text, or create add-ons that pull in essential customer information to your JIRA Service Desk dashboard – and that's just the beginning.

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As the business and technology landscapes change, so does that of corporate IT support. I hear a lot of talk about consumerization, customer experience, and enterprise service management in the context of the evolution of the IT service management (ITSM) and the service desk, but rarely are they mentioned in the same breath. They should be. Let me explain.

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