Per Strand, ComAround

About Per Strand

Per Strand has extensive experience in strategic business development, product development and marketing. Per is an experienced speaker in leading IT support forums. Diploma in business communications from IHM Business School and certified in KCS v6 Practices. Per is one of the founders of ComAround. Writer of the best seller Self-service & Knowledge Success book available on Amazon.com.

Entries by Per Strand

How to benefit from KCS functionality by integrating a KCS v6 Verified tool into your ITSM suite in just a few days

May 16, 2019 /0 Comments/in ComAround Knowledge, Integrations, Process & method /by Per Strand

More and more enterprise organizations are starting to practice the Knowledge-Centered Service (KCS) knowledge methodology. This methodology is without doubt best applied with the support of a tool that is KCS Verified and which supports all eight processes in the solve-and-evolve cycle. However, there are only a small number of software vendors and tools – including ComAround Knowledge™ – that fully support this process.

4 benefits of choosing a separate and specialized knowledge management software

February 28, 2019 /0 Comments/in Business value, Process & method /by Per Strand

The right tool supports the chosen method and reduces the need to develop workarounds. It also encourages users to follow the correct methods through having the right flow and functions. We give you four good reasons to why you should use a separate knowledge management software rather than go with any built-in knowledge module.

How to speed up the transformation to digital in manufacturing – with the help of Knowledge

February 27, 2019 /0 Comments/in Artificial Intelligence - AI, Business value, Support trends /by Per Strand

The manufacturing industry is transforming at a rapid pace. Advances in AI, analytics, IoT and 3D printing are transforming the business of manufacturing industries and they are accelerating transformation by the use of digital technologies, platforms and ecosystems to modernize traditional manufacturing value chains. More and more manufacturing companies understands that their collective knowledge and wisdom is the largest untapped asset in the organization.

The Digital Native – A challenge or a source of power within the support organization?

April 4, 2017 /0 Comments/in Support trends /by Per Strand

Whatever we call them, there will continue to come new younger groups of people that has a new relationship to everything that is digital and new technology then previous groups. It can be a challenge but also a great source of power. It is my experience that organizations that succeed with establishing good self-service are also good at involving younger employees in developing solutions.

The support iceberg is growing 24/7 – opportunity or threat?

May 12, 2016 /0 Comments/in Process & method, Support strategies /by Per Strand

A large number of recurring support issues that are often dealt with manually by the support team can and should be directed to self-service. But the key value is created when we increase the level of service and make the support organization more important and of greater value for the whole organization. We supply real customer benefits. As service-oriented support organizations and service desks, how do we address the new generation of employees, the old generation’s new behaviors, and new technology?

HDI Orlando – “Level Zero” on everyone’s lips

April 22, 2016 /0 Comments/in Business value, Support strategies, Support trends /by Per Strand

After spending three days at the HDI conference in Orlando, the world’s largest helpdesk and service desk event, I can say that American companies and organisations are currently focusing strongly on introducing Level Zero support, which is the level before first line where users can help themselves.

Knowledge – The shift to good enough

March 9, 2016 /0 Comments/in Knowledge base, Process & method /by Per Strand

The traditional viewpoint that every article created should be perfect has no connection to how we consume and process information. Support organizations that realize it’s impossible to create perfect knowledge articles will succeed with knowledge management. Successful support organizations develop methods for the early identification of new issues, and they create effective articles that resolve the new issues.

Self-Service means new metrics for your support organization

April 3, 2015 /0 Comments/in Goals & metrics, Self-service /by Per Strand

It’s time to rethink the traditional support metrics, used by a majority of service desks to measure how successful they are. And the reason to that is the value that the support organization creates cannot be measured inside the support organization. The value is on a higher level, just as it should, and the support […]

The game of support is changing – are you?

March 1, 2015 /0 Comments/in Support trends /by Per Strand

The way we get help and support has dramatically changed and some of these new behaviours are driven by new possibilities in the cloud and from new devices. What is your experience from different support behaviours?

The Hero is The King – Not Content

October 12, 2014 /0 Comments/in Knowledge base /by Per Strand

This is a 4- step guide on how to make your self service knowledge base a success and one of your must valuable assets. This guide is aimed at those who want to enhance an existing knowledge base as well as those who are planning for a new knowledge solution.