Archives for the tag: service desk

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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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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Selecting the right tools and software to run your service desk is just part of what makes your customers and engineers successful. Creating a collaborative, self-service environment where people can develop and implement the most effective ways to solve complex challenges – be it from customers or internally – will result in a chamber of innovative teams tackling any issue and adapting to ever-changing business needs.

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This is a guest post written by Tiffany Cantle, Senior Marketing Manager at BigPanda. We all need to move fast in order to stay competitive. But the faster things move, the faster things break. While many companies have made great strides towards automating application release and infrastructure management, automation for service assurance has been sorely lacking. That’s left Dev and Ops with a problem: how to effectively service alerts that have grown by orders of magnitude. A manual approach

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In part 1 of this two-part series, I explained the difference between a help desk and a service desk. Thankfully, the difference between service desk and IT service management (ITSM) is easier to explain - especially when you start with ITSM. ITIL, the most commonly-adopted ITSM best practice framework, describes ITSM as: “The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate

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Twitter’s 5 tips for a successful knowledge base

Twitter has grown rapidly over the last few years, adding employees, offices, and acquisitions as quickly as the next trending topic explodes and dies away. Growth and change internally puts a burden on the IT team to scale support, and they've done that with a robust knowledge base in Confluence. To get the scoop, I sat down with Twitter's Manager of IT, Alex Stillings, and IT Support Engineer, Alex Hernandez.

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