The Future of IT Service Delivery
Don't worry, it's not another predictions post. The Innovating IT Service conference will be held in Melbourne on the 11-12 March. Gene Kim is keynoting, so of course, I'm going to be there. I was at the hotel bar, suffering
Introducing, new online training
Just in time for your new year training budgets, Knowledge Bird has partnered with Klever to bring you a fast and affordable course covering the fundamentals of knowledge sharing. Share more—achieve a lot more Become more effective with the people and technology
LEADit 14: Quicker, simpler, seamless
I've tried to capture the most distinct themes that emerged at this year's Australian national conference for the itSMF in the title. As I predicted last year, our local industry did contract, but not in the way I expected. This
User-Centric IT: What it means to me and why I give a crap
Let me level with you—great customer service doesn't motivate me. Yes, I am a customer from time to time, but I really just want to transact and get the hell on with my day. Recently, a group of enterprise software
The Continual Service of Knowledge
It's not often that anyone would bother to review a white paper. After all, a white paper is usually free (perhaps in exchange for your email address) and not that much of an investment in time to read. A white
Dear ITIL, it doesn’t have to be complicated
Disclaimer: Most of my readers will know that I'm affiliated with Zendesk. Zendesk do pay me for content and consulting on ITSM and knowledge management stuff. This book review I'm about to do, which covers mapping Zendesk functionality to ITIL
Pink14: was it worth it?
I've heard more than once that the Pink Elephant conference was something to behold. And if I was only to go once in my lifetime, I wanted it to be this year with Canadian astronaut, Commander Hadfield, as the keynote.
Document management that doesn’t suck
Props to @MylesCarrick for the title. He sparked a conversation on twitter this week with that sentiment. So, I'm wondering what you look for in a document management system. Here's a few things I can think of: 1. Some sort of built-in,
The book that changed my mind
I've talked about my preference for ordered taxonomies before. In another article, I even claimed that folksonomies weren't scalable. Everything is Miscellaneous: The power of the new digital disorder, by David Weinberger may have just changed my mind. Published in
Service integration and knowledge management
It became pretty clear in 2013 that the service integration wave was building up. It was discussed at the conferences and it's been covered in blogs. As more IT managers fold the point-solutions of today in with traditional vendors and