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)
Knowledge Cafés and Cultural Variances
I've been nursing an addiction to LinkedIn groups—itSMF and knowledge management groups, in particular. One term that's been coming up a lot is knowledge café. A knowledge café is a facilitated workshop, occurring in the workplace, that assists in a
My IT Predictions for 2012
I think we all know by now that BYO device and cloud computing are ruling the conferences and conversations at the moment. Don't get me started on the "cloud" terminology, by the way. Also known as the Internet, non? Anyway,
Information disorder
The Information Age is bearing down on us. We're carrying the burden of constant connection. Wireless internet, 3G, mobile devices, checking in where we're going, checking out what others are doing, and that old dinosaur email—we're all connected all the
Knowledge Management – a(nother) definition
I went to the most recent itSMFA seminar last week. Max Shanahan spoke about governance, while looking remarkably like Santa. At this time of year, it was hard to concentrate on governance, but I must have been paying
ITIL v3 Foundation Course—My Thoughts
Thanks to the HDAA, the Knowledge Bird went to Sydney last week for the three day foundation course in ITIL v3. They were kind enough to bestow a free course on me, having won the <a title="The Knowledge Bird
An Interview with Evan Hamilton from UserVoice
I took a look at UserVoice a couple of weeks ago when a blog entry of theirs turned up in my RSS reader. As said on the website, they're a San Francisco-based startup focused on helping companies listen to
Things I’ve Learned From my Customer Service Failures
My IT career started on an internet help desk, supporting home users with their dial-up modem connections. Call volumes were high and wait times often lengthy. It wasn't uncommon for customers to be angry from get-go. It's a high-stress environment
Hivemine’s AskMe Cloud launched
US company Hivemine have been addressing the need for business-ready social media tools built on a knowledge management foundation for a little while now. AskMe has already been available as an add-on for Outlook and Sharepoint, and as a web
We have to talk about legacy issues
I put an informal poll out into the field, recently—that is, to my Twitter and Facebook followers—asking what the biggest issues are for knowledge management in their workplace.