Top 4 reasons for having a Knowledge Management strategy

An effective knowledge management strategy can transform both your organization’s customer experience and employee loyalty.

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What is the biggest challenge to make Knowledge Management work?

Barclay Rae, the CEO of itsMF UK, talks to Lena Stormvinge, Head of Training & Consulting at ComAround, about Knowledge Management at SITS 17

Most of us working in a service organization are struggling with making our customers satisfied with limited resources. Using an established Knowledge Management methodology and a specialized Knowledge Management solution, streamlines our support workflow to be able to resolve more incidents with our existing resources. Adopting the KCS methodology helps service organizations to know exactly what to do to get great results.

Barclay Rae, the CEO of itSMF UK, talks to Lena Storvinge, The Head of Training & Consulting at ComAround, about Knowledge Management. The interview is divided in three parts.

Part 1 – What is knowledge management?
Part 2 – What is KCS? – the 90/90 rule? What is the biggest challenge to make Knowledge Management work?
Part 3 – About ComAround and the future of service organizations

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That´s why you want a separate specialized knowledge tool

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 three reasons to why you should use a specialized knowledge tool.

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

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.

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3 steps to “On-boarding” success with Self Service

Can something as simple as introducing new staff the right way really improve a large company’s performance? My answer to this is YES, it really can! The key is keeping the information they need where the employees go to find the answers to all their questions – in the self service solution.

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Your first line resolution should be low!

It is an undeniable fact that CIO´s and CFO´s across the globe’s Fortune 500 companies have measured how well their company’s first line resolution rate performs as an important KPI. The higher the resolution rate the better. I dare to say “No”.

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That’s why service desk should use self-service as a support channel

Self service means to obtain answers to questions by yourself, without having to contact the staffed support function. This is 6 reasones why a Service Desk should use self-service as a support channel to their customers. Read more

Self Service isn’t “nice to have”, it is an expectation

At the HDI 2015 Conference & Expo in Las Vegas, we experience, both from participants and the conference program in general, that there is a heavy focus on knowledge, KCS, integrations and beyond IT (HR, Marketing, Finance and so on.).

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Show business value, not standard IT department metrics

While attending the ITSMF conference in Norway on 3-5 March 2015, I had the opportunity to listen to the key note, Rae Ann Bruno. While her entire presentation was fascinating, she really got to me when she talked about the real business purpose of the IT-department, especially the gap between what they report to the business and what is useful information.

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Knowledge is an asset owned by the team

It is no secret that “Knowledge” is the keyword in the support industry in 2015. ComAround recently took part in the IT-support & Service conference in Stockholm with the focus on the support organization’s knowledge. How do you capture this knowledge and how do you make this build value in the company?

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