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The Story of My Career – So Far...

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

Do you have a corporate taxonomy? Probably not.

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

Three is a Magic Number – The Power of Tension Metrics

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

Machine Consciousness: Just a matter of Information Integration?

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

The Next Evolution in Knowledge Management: Wisdom Mapping

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

The Ultimate Objective of Knowledge Management

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

Apopheniphbia Awareness Campaign Launch

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

Where is the "Forum" in IT Service Management Forum?

I rarely visit the itSMF US chapter website ( because, frankly, it offers me very little value for my time....

Write Comment / 4 commentsNovember 08, 2010, 10:00:17 am by Craig Wilkey

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 mai...

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 meas...

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 Rambling...

Write Comment / 0 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...

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 th...

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

Focus Group Dinner at Pink13 – Win 64G iPad mini

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

Knowledge Management, Abe Vigoda & Smarmy Marketers

     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

Hostage as a Service - What's after SaaS?

     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

The Farce of "Cultural Change Management"

     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 Promise of the Social Enterprise

     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

Coming Out of the Closet... The CMS Can Too

     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

ITIL on Fire - A Parable

     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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