Was Einstein Wrong? Reflections from SDI’s Knowledge Management event

Posted on Wednesday 25 August 2021.

by David Wright, Chief Value & Innovation Officer at Service Desk Institute. Is information knowledge? Albert Einstein’s answer to that question was a resounding no, on the principal that the only source of knowledge is experience. Effectively turning information into knowledge and managing knowledge – its creation, consumption, usage and value – is still a

Read More



Service Desk Process 101: Knowledge Management

Posted on Friday 9 July 2021.

Is your service desk knowledge strategy robust enough? With a plethora of tools and technologies to monitor and collect system and operational data from networks and infrastructures, IT departments now have the opportunity to know more about their organisations’ performance and productivity than ever before. As a key process for IT support functions, a robust

Read More



An Unused Knowledge Base is Money Left Behind

Posted on Friday 9 July 2021.

By Aprill Allen, Founder and Managing Director, Knowledge Bird It is surprisingly common for small teams to use a customer service platform and have no idea that there is a knowledge base attached. I see this with several of the customers that I work with –  business owners and customer service team leaders get into

Read More



MESSAGE US
close slider
  • Feel free to get in touch. To ask a question directly please submit your message using the form below.
  • Can we send you updates and offers to help you be brilliant?
  • This field is for validation purposes and should be left unchanged.
X