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Knowledge Management's Job: Eliminate Knowledge Management

When you mention Knowledge Management to most people, they think of the knowledge base.

To be sure, building, cultivating and maintaining a comprehensive knowledge base is a critical part of Knowledge Management, but it’s just one piece of...

Write Comment / 0 commentsMarch 08, 2016, 01:26:04 pm by Craig Wilkey

Please STOP Measuring Transactional CSAT!

     For the better part of two decades, I have bristled against using Transactional Customer Satisfaction scores (CSAT) to measure the performance of Customer Service Case Managers (Incident Managers, Incident Analysts, call them what you will – I mean th...

Write Comment / 0 commentsOctober 08, 2015, 09:30:32 am by Craig Wilkey

Discussion around a glass of water...

(This is definitely more general philosophy than Service Management, but I think it fits better here than in my General Ramblings blog section.)

Pessimist: This glass is half empty.

Optimist: It's half full!

[...

Write Comment / 1 commentsOctober 07, 2015, 10:13:47 am by Craig Wilkey

MY Call to Action – Are You Listening, itSMF USA?

Just about three years and four months ago, I wrote a blog post I called Where is the "Forum" in IT Service Management Forum?
My intention was to express why I felt I was not getting value f...

Write Comment / 5 commentsFebruary 28, 2014, 12:01:37 pm by Craig Wilkey

Do You Practice Knowledge Delivery, Or Do You Hire Morons?

What is Knowledge Management?

To judge by most vendor offerings, it seems they continue to define Knowledge Management the way they have for decades: Knowledge Base Management.
Knowledge Base Management is a valuable – perhaps even...

Write Comment / 0 commentsFebruary 12, 2014, 11:10:07 am by Craig Wilkey

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