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

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.

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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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Great focus on Knowledge at Fusion 15 in New Orleans

ComAround was recently a vendor sponsor of the Fusion 15 Conference & Expo in New Orleans. The discussions have definitely changed since last year’s conference, with an increased focus on knowledge. Many of the attendees we spoke with had great interest in learning how to effectively leverage their existing knowledge base.

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The game of support is changing – are you?

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? Read more

Why not KCS (Knowledge Centered Support)?

Keeping information current is a challenge, and keeping knowledge social is reality. The future is here for knowledge solutions that capture knowledge when an incident occurs. More and more organizations have realized that KCS is the methology that leverages the power of knowledge within the support organization. Read what we think are the three core reasons why KCS is working across the support infrastructure.

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