I've been thinking about this topic for a long time.  I've been in this business for quite awhile and I've done it all; Incident Management, Problem Management, Change, Release, etc.  All of these Processes exist individually to support overall Service Delivery, but one Process serves them all...Knowledge Management (KM)

ITIL defines the KM Process thusly:  The Knowledge Management process itself ensures that all information used within Service Management, stored in the Service Knowledge Management System, is consistent and readily available.

All Information.  That's quite a bit.  Practicing good KM is a  big challenge, but one that is worthwhile and will pay off the quickest.  Good KM means more First Call Resolution (FCR), less misroutes, fewer customer complaints.  That's good for the Service Desk, good for Second Level support, and great for the customers.  Truly a "Win/Win/Win"

Next post, I'll go into more detail on why I believe this to be true but if you want to put your efforts in ITIL towards real and measurable improvement, invest time in Knowledge Management.

See my linked document on the main page.  Take time to study how KM supports all Processes and I think you'll agree with my premise.

More to follow...

Braun Tacon

Having spent 4 years in Minot ND, I understand just how flat that land is and how it is exacerbating the danger of serious damage as a result of the cresting of the Red River now expected to be just below 43 feet...the limits of the sandbag dikes

Looks like Fargo has dodged a major bullet this time but do keep the residents in your thoughts and prayers just to make sure.

Fargo

More to follow...

Braun Tacon

Every journey begins with the first step.  This is mine.

More to follow...

Braun Tacon