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Tag Archives: learning

The End of Incident Management as We Know It

Incident management plays a critical part in ITSM, yet so much of incident management is subjective in nature. It requires users and the service desk to compare notes on what they think they are seeing and what might be causing it. An existing knowledge article may prescribe a solution, but if the article does not precisely reflect the issue at hand, then that solution may just cause more problems. In a post for All Things …

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It’s the Company’s Job to Help Employees Learn

People are not robotic in nature. Confining workers to a box where they continue with the same repetitive task will only kill their soul and belittle their learning abilities. In an article for Harvard Business Review, Tomas Chamorro-Premuzic and Mara Swan explore how the workforce has evolved from the mundane to encouraging workers to maximize their learning. A Concentrated Strategy According to the article, a person’s “employability” actually depends on what the person is likely …

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7 Ways to Improve Employee Development Programs

Learning and development programs are not only effective ways to better your employees, but they help to keep them engaged and invested in the company. Organizations invest $164.2 billion on these programs, but executives are still struggling to make them worthwhile. In an article for Harvard Business Review, Keith Ferrazzi elaborates on the seven challenges organizations face in the creation of development plans that add value: Inspire managers to coach their employees. Handle the short …

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Four Questions for Quenching Knowledge Management

The thirst for knowledge must be quenched. Every day people are looking for answers that they need. The question you have to ask yourself as a service provider is, “Are you positioned to satisfy their needs?” One of the fundamental challenges with knowledge management isn’t capturing the information; it is usually the ability to actually manage it. Part of the discovery process should lead us to ask ourselves why we need to do this in …

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The Culture of Sharing: New Learning for Service Management Staff

What is the foundation for performance of an organization? The people in the organization, and their capabilities, are the greatest asset and indicator of performance success. In a post for All Things ITSM, Michelle Major-Goldsmith elaborates on the importance of continuous learning and sustainable knowledge for those working in service management. There are a variety of different learning styles, and it all depends on the personality of the individual. The primary focus of the service management …

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Knowledge Management: What You Don’t Know Will Hurt You!

Every organization inevitably develops a treasure trove of valuable knowledge, but when you do not transfer it effectively among relevant employees, it becomes like a pirate’s buried chest, forgotten and inaccessible. In a post for Voices on Project Management, Lynda Bourne elaborates on how to effectively implement knowledge management. A Socratic Process Knowledge management is a discipline that extends beyond simple lessons learned. Lessons learned are explicit knowledge that can be “transmitted” to other people. …

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