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IT Knowledge Management – Spreading the Word!

Anyone with experience in IT support knows the importance of knowledge in reducing resolution time. Anyone with math skills can extrapolate business value from rapid resolution. Despite its obvious benefits, Knowledge Management (KM) remains a frustration for a vast majority of enterprises. Why? Because organizations continue to approach KM as a monolithic publication effort with ancillary inputs from... 

Teleopti Shines With 4 Star SDI Certification

Swedish WorkForce Management (WFM) and Telecom Expense Management (TEM) company Teleopti has been awarded a “coveted” 4 star Service Desk Certification maturity rating from the Service Desk Institute (SDI). The company had held a 3 star certification since 2010. Teleopti’s service desk joins a select group of worldwide teams who have achieved a 4 star certification including those from Telefónica,... 

How to conduct an ITSM assessment that actually means something

ITIL (Information Technology Infrastructure Library), a standard framework for managing the lifecycle of IT Services, is sweeping the U.S.   Based on a 2011 analysis of 23 ITIL studies, Rob England concluded that the compound annual growth in ITIL adoption was 20%± and that ITIL training attendance increased at a compound annual rate of 30% for the past ten years.  Despite this apparent surge... 

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