I started in IT in the mid-late nineties. It was a crazy time in the industry. I’d answer the level one support line and the per...
Write Comment / 0 commentsApril 08, 2020, 05:16:46 am by Craig Wilkey
How many times have you been asked about your "Corporate Taxonomy"?I'll bet you dollars to doughnuts you don't have one.Do you k...
Write Comment / 0 commentsMay 18, 2018, 12:18:47 pm by Craig Wilkey
So, there was a brief Twitter exchange a few weeks back, in which one IT Service Management professional was calling another ITS...
Write Comment / 0 commentsJune 22, 2017, 08:41:57 am by Craig Wilkey
A while back, Matthew Davidson wrote an article for The Conversation (a unique and interesting site that functions in the space ...
Write Comment / 0 commentsMarch 13, 2017, 07:31:55 am by Craig Wilkey
I created this eight-minute video in part for work, and in part because I got tired of people asking me what I did for a living,...
Write Comment / 0 commentsMarch 03, 2017, 11:02:01 am by Craig Wilkey
Ask most IT Service Management professionals about the objective of Knowledge Management and they will respond with some variati...
Write Comment / 0 commentsSeptember 22, 2016, 12:24:29 pm by Craig Wilkey
Apophenia is the propensity to see patterns in random data. It was first coined in 1958 by Klaus Conrad – a German neurologist a...
Write Comment / 0 commentsSeptember 07, 2016, 07:58:42 am by Craig Wilkey
I rarely visit the itSMF US chapter website (http://itsmfusa.org/) because, frankly, it offers me very little value for my time....
Write Comment / 4 commentsNovember 08, 2010, 10:00:17 am by Craig Wilkey
When you mention Knowledge Management to most people, they think of the knowledge base.To be sure, building, cultivating and mai...
Write Comment / 0 commentsMarch 08, 2016, 01:26:04 pm by Craig Wilkey
For the better part of two decades, I have bristled against using Transactional Customer Satisfaction scores (CSAT) to meas...
Write Comment / 0 commentsOctober 08, 2015, 09:30:32 am by Craig Wilkey
(This is definitely more general philosophy than Service Management, but I think it fits better here than in my General Rambling...
Write Comment / 0 commentsOctober 07, 2015, 10:13:47 am by Craig Wilkey
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...
Write Comment / 5 commentsFebruary 28, 2014, 12:01:37 pm by Craig Wilkey
What is Knowledge Management?To judge by most vendor offerings, it seems they continue to define Knowledge Management the way th...
Write Comment / 0 commentsFebruary 12, 2014, 11:10:07 am by Craig Wilkey
As many of you know, I have been praising Attivio for some time now, as being at the forefront of redefining limitations and pus...
Write Comment / 0 commentsJanuary 25, 2013, 08:38:19 am by Craig Wilkey
In my recent Social Knowledge Management Federator Open RFP, I recommended introducing a new ITSM process called “Knowledge...
Write Comment / 0 commentsMarch 26, 2012, 02:17:07 pm by Craig Wilkey
In the recent ITSMWP – The Lost Episode, Chris Dancy asked two questions that I think are quite closely related – and that ...
Write Comment / 0 commentsApril 29, 2011, 06:16:09 am by Craig Wilkey
I keep hearing, over and over again, that people are inherently resistant to change and we must combat that resistance. ...
Write Comment / 0 commentsMarch 29, 2011, 06:33:03 am by Craig Wilkey
The most rewarding job I’ve ever had was when I worked at the North Carolina Department of Insurance. I was the sole techni...
Write Comment / 0 commentsMarch 14, 2011, 09:51:55 am by Craig Wilkey
I get up for work at 3 AM. In an effort to disturb my wife as little as possible when getting ready, she uses the big close...
Write Comment / 2 commentsMarch 01, 2011, 05:50:36 pm by Craig Wilkey
Our story, like many stories, begins with an Event. In this case, the Event is a few trace particles of smoke attaching the...
Write Comment / 0 commentsMarch 04, 2011, 10:04:27 am by Craig Wilkey
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