HDI 2015: IT Service and Support Management Meets Big Data

April 6, 2015 Hank Marquis Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

The first thing I noticed on the floor of HDI 2015 in Las Vegas was the people. Of course there were lots of them, it’s HDI after all, in Las Vegas and the Mandalay Bay! But these attendees were different. What I immediately noticed was the lack of large bags stuffed with tchotchkes. They didn’t seem to be on the stereotypical trade show mission of gathering t-shirts. Indeed, I saw only a couple of booths laden with squeeze toys and other free promotional items typically dispensed at trade shows, conventions and similar events.

Problem Management and Knowledge Management

April 28, 2014 Guest Authors Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

Most organizations quickly realize that knowledge management must be integrated with incident management in order to improve the quality of service and the efficiency of providing assisted service. What is not as quickly recognized is the value of integrating knowledge management with problem management.

Investing for a Successful KCS Initiative

April 21, 2014 Guest Authors Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

Organizations desiring to implement or improve on their knowledge management processes must invest in people and process as well as technology. A common mistake organizations make is focusing on the tools more than the processes and people. That practice has consistently led to failure, as technology is an enabler of knowledge management, not a critical success factor.

UFFA Is Every Support Professional’s Responsibility

April 14, 2014 Guest Authors Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

UFFA, which stands for “Use it, Flag it or Fix it, Add it,” is the responsibility of every support professional in the knowledge management process. It comes from the Knowledge-Centered Support (KCS) methodology where knowledge management is based on collaboration and a shared ownership of the knowledge base. Let’s break it down.

Enhancing ITIL with KCS

April 7, 2014 Guest Authors Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

ITIL® is the most widely adopted service management framework in the industry. Yet with all its clearly defined processes, one required process is lacking: knowledge management.