Which is more important? The User? Or the Queue? A fallout from doing service management reporting is a greater appreciation of the perspectives of good service. However what good service looks like is subjective. Recently the team had a discussion about that classic service desk tension situation – the queue. The discussion was animated… and […]

A few weeks’ ago, I asked the question, “Is our knowledge management best practice?“, although I left the answer as an exercise for the reader… If you thought that our current practice could do with improving, but didn’t know where to start, I’m going to propose an alternative operational approach, drawn from Knowledge-Centered Service, some […]

The more you work across different ITIL disciplines, the more you realise how much they can feed value into each other and become more than the sum of their parts. One aspect of this is how you fit your processes together. Most organisations, when they first formalise their service management practices, start with incident management. […]

Two weeks ago Robert asked us to consider if our Knowledge Management practice is best practice and to consider how we can  move our current Knowledge Management practice closer to best practice. As a reminder, in ITIL4 Knowledge management aims to ensure that stakeholders get the right information, in the proper format, at the right level, and […]