How to Review a Knowledge Base Article
A knowledge base is only as good as the information it contains. I think incorrect, out-of-date, and confusing articles are more common than most people would like to admit. Stay flush with your knowledge base currency by regularly reviewing existing
How to Choose and Use Business Software
I don't really like the term "business software". I'm really talking about service desk tools and knowledge management products, but there isn't an appropriate collective noun for those specific things so I'll just lump it all in with MYOB. Do
A Request For Change…To Change
I've spent the holiday period going over the Change Management process in the 2011 ITIL® Service Transition book. I know! It's fun isn't it?! Anyway, I remarked on Twitter that the definitions for the types of change requests (4.2.4.3)