News, Reviews and Resources for ITSM Professionals.

Home » Posts tagged with "empower"

Knowledge Management 101

One of the ITIL processes that tends to be glossed over is Knowledge Management which is a shame because it’s the process that can empower your people the most. Used effectively, Knowledge Management can empower your people, reduce Incident resolution times and increase customer satisfaction. So what is Knowledge Management? Knowledge Management is the process responsible for sharing perspectives,... 

Guest Post from TOPdesk; SHIFT LEFT (LEFT) AND KCS: WORKING TOWARDS BETTER SERVICES

Joost Wapenaar is a Technical Product Consultant at TOPdesk, as well as the Project Manager for the implementation of KCS within the Support department. This is his take on using the shift left principle to empower others. Background Our Support department receives around 5,000 calls every month. Our 40-strong group, who catch and resolve these calls as efficiently as they can, were given a rating... 

Product Group Tests

Article by Topic