The real value of experience comes from sharing it with others. Below you can find a growing collection of insights, case-studies, and practical advice to help you improve IT communication and knowledge management in your organisation.
Peter Maeseele is an expert in design and business analysis, and a lead in a number of IT knowledge management initiatives. In this talk he shared some of his experiences and insights - and why jelly beans proved a key component of their change management.
Read moreLazy smart people leverage experience to their benefit. They take the time to save time.
Read moreMuch of the value of knowledge sharing comes from sharing and reusing tricks and small improvements that are easy to replicate and adopt. Here are three 'tricks' I learned to improve work and life.
Read moreFewer calls, lower costs, and happier customers. Here are some results different IT teams saw by improving their knowledge sharing and communication. What would achieving similar results mean for you and your team?
Read moreMarianne Rutz shares some great insights and practical advice on how to account for local culture in global service teams, and how teams can leverage cultural diversity to improve their services.
Read moreIn this video I introduce a free tool that 1) helps you quickly identify the knowledge sharing opportunities in your organisation, 2) indicates where such an investment would yield the greatest return, and 3) helps you build the optimal learning strategy.
Read moreIn this interview, Stefano Leone (IT communications and people strategy at Euroclear) shares his experience with communication in IT organisations, and a few practical activities IT teams can do to improve collaboration and break down silos.
Read moreI recently appeared on the podcast of Marianne Rutz, a leading operational excellence consultant in the contact center industry. We talked about the future of IT services, and how to deliver real value to customers.
Read moreSo you want to improve your IT team’s knowledge management. Where do you begin?
Read moreTraditionally, the ServiceDesk offers a safety net for IT users. But here's the thing: nobody wants a good safety net. They want to not need a safety net.
Read moreMany IT organisations are working to implement a shift-left of knowledge and capabilities. However, many of these initiatives don't deliver the expected results. To prevent this from happening to you, I’d like to share three pieces of advice to get started the right way.
Read moreWe helped an IT company improve their service delivery. Within 6 months, the company saw 30% fewer complaints and incidents, 35% less rework, 45% higher customer satisfaction, and overall lower operating costs.
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