What happens when self-service works well
It's really exciting to see customer support and customer service becoming a career path of choice. In the 90s, customer service was something most people sought to transition out of. In my case, it was burnout that drove me to
An open letter to software vendors
Dear Vendor, I saw a tweet today and it made me think of you. Profound @landesk customer review: "You need the headspace and time as an organisation to fully exploit it.” http://t.co/cLwcXZ9h75 #itsm — Martin Thompson (@itammartin) July 1, 2015 We could say this
Knowledge is not understanding
I watched a video on YouTube last week and I want to share it with you. Destin, of @smartereveryday, did an experiment that shows how those things we do every day that are just like riding a bicycle, are actually
The cloud has screwed you
Subscription software has been hailed the hero of the enterprise. There's "best in class' everything, promising freedom from vendor lock-in and infrastructure upkeep; savings in time and money; clever integrations and exciting roadmaps. But all this freedom of choice has
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
Redressing the balance: women in IT(Service Management)
If there was ever a time when gender bias should be on the table for discussion, it's 2013. I recently answered a question on the Back2ITSM Facebook group about diversity in IT. This post includes much of what I said
When documentation is against the religion
Last week's KM Australia congress in Sydney had a different vibe to last year. (Here's the storify.) There were quite a few different faces from 2012, a few of the same ones, the weather was better. The room configuration was
Change management and knowledge management holding each other’s hand
Jeanette Allom-Hill is the Change Leadership Director for the NSW State Treasury. She'll be presenting Change Mangement—KM's symbiotic partner or alter ego? at July's KM Australia Congress. I spoke to her recently about her role in the NSW state government,
KM Australia Congress 2013 – An interview with Simon Cheng from Ernst & Young
Simon Cheng is the knowledge leader for Ernst & Young's Transaction Advisory Services in the Asia-Pacific region. He'll be giving his session, Why should your CEO care about knowledge management?, on the second day of the KM Australia congress. The programme