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
The SKMS: elusive or unattainable?
The service knowledge management system (SKMS) is how ITIL describes all the knowledge and information that relates to IT's provision of services. In this webinar, recorded last week, Rob England, Attivio CTO Sid Probstein, and I talk about knowledge management
itSMF Knowledge Café
Last week, the NSW branch of the itSMF held a knowledge café for the first special interest group session of 2013. Paul Bodie and I facilitated the session together with a group of 18-or-so service management professionals. We explored both
7 Ways Self-service is like a ShamWow
Like late-night TV, the mind can go from the sublime to the ridiculous when it's dark and quiet. And so here I am with 7 reasons why self-service forums are like a ShamWow. 1. ShamWow's in your face around the clock Just
This revolution will be televised
Just when I thought this year's speaking topic had been retired, I am back like John Farnham. (Australians will understand that reference.) The conference industry is about to be disrupted; as if social media wasn't enough. IT conferences have traditionally been
The Future is Practical
The LEADit 2012 conference rounds out a pretty stellar year for the Knowledge Bird. Knowledge management topics were high on the agenda and I can't help but think the interest my paper sparked last year had something to do with
Is Forrester the Marriage Counsellor for KM and IT?
Maybe it's the professional circles I've been moving in this year, but I've been feeling the last nine months or so has seen a rise in the profile of knowledge management, generally. It could also be an effect of bias. However,
Gartner’s Magic Quadrant Explained
Gartner's IT Service and Support Magic Quadrant is due for release soon, and in the words of Gartner's Jarod Greene, "the players haven't changed, but the game has". I've talked about tool selection before, but that was before I'd even
I did ITSM my way—the itSMF New Zealand conference
Wellington played host to the national conference for itSMF New Zealand last week. I was last in the windy city about ten years ago and couldn't remember much about it, except for having caught the ferry from there to the
Knowledge12 underway
ServiceNow's Knowledge12 event is well and truly underway, and it's not even officially opened yet. The number of people here is staggering. That's just the people that have been here for pre-conference training. The rest of the delegates will