There seems to be increasing interest in Knowledge Management these days. In fact, reports are that Google no longer has an overriding emphasis on simply being the best “search engine” […]
There is a lot of detail in ITIL 2011 about designing the proper “Measurements Framework”, but without a timely and effective Reporting Framework to sort this data, convert it to […]
Change is the order of the day, and if anything, the pace of business and technology change is accelerating. The business and customers are looking to IT service providers to […]
Nov 2, 2017: AXELOS has announced plans to update the world’s most widely-adopted framework for service management in 2018. The update will build on the established core of best practice […]
Top Paying IT Certifications for 2017 Which certifications should be in your list of credentials based on salary? What’s the next up-and-coming certification? This article will help you answer both […]
New Support World article now available at HDI: Using a business-case approach with tools to assess total cost of ownership, cost/benefit analysis, and return on investment will help you minimize […]
An article I wrote on “transforming to a knowledge driven culture” was named as one of the top 5 SupportWorld magazine articles for all of 2016. Check it out and start your organization on the path to improved knowledge management!