knowledge management


Systems tinkering vs systems thinking

During the industrial revolution, the dominant management paradigm was scientific management for mass production.  This evolved into systems thinking for mass customisation and knowledge management.  Now we have moved onto mass collaboration between multiple parties and we are in the domain of complex adaptive systems.  Dealing with complex systems is different and requires a more […]

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ITSM knowledge is ITSM power

While helping to support customers globally, Lena Stormvinge of Comaround has learned lots about customer experience and effective knowledge.  Previewing her seminar at SITS17, here Lena explains why her background has influenced her career and offers tips on delivering knowledge on your service desk.  (more…)

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Why Knowledge Centred Support is a great idea

Service desks could improve their first-time resolution stats by up to 50% by adopting Knowledge Centred Support principles. That’s the headline figure underpinning a blog by enterprise software provider Atlassian describing how service desks can harness the power of Knowledge Centred Support to improve their service speed and quality.  Why Knowledge Centred Support is full of […]

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