Martin Stewart

Posts by Martin Stewart

Knowledge Management: Why Integrate Knowledge into Processes?

Great knowledge management doesn't happen by accident. To succeed, knowledge must become a part of the way people work—by integrating capture and use into IT and business processes.

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Winning at Knowledge Management: Focus on Value

Focus on Value is one of the ITIL 4 Guiding Principles and one which IT leaders should keep in mind when planning a knowledge management strategy. Why?

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Winning at Knowledge Management: People and Culture

A successful Knowledge Management initiative relies on knowledge sharing. Knowledge sharing relies on employee mindset (willingness to share their knowledge) and behavior (remembering to capture it at an appropriate moment). Both aspects must be driven by organizational change managem …

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Hope is Not a Strategy: Self-Service Adoption Relies on Change Management

Self-service adoption can't be left to chance; you'll need a plan to change user behavior. No plan, no ROI. There is an old military saying: "Hope is not a strategy". Even if you build the perfect IT self-service portal, people won't use it unless you tell them about it and give them …

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Winning at Self-Service: What do Users Want to do?

What you put into your self-service portal dictates its appeal to end users as a support channel. What does it let them do? What can they achieve through the portal? To decide what you're going to include as a priority, you'll need to engage with IT customers and analyse your historic …

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Winning at IT Self-Service: Focus on Value, not Cost

Organizations who start out on an IT self-service initiative with a focus on reducing IT costs usually find that costs go up. Why?

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The Key to Self-Service Support Adoption

Winning at Self-Service Support Relies on Knowing What Users Really Want The #1 reason why self-service initiatives fail is lack of engagement with the people who will use your self-service portal.

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The 4 Dimensions of ITIL 4: Partners & Suppliers

The four dimensions of ITIL 4® are ingredients needed to create high quality products and services which deliver value to customers: Organizations and people Value streams and processes  Information and technology Partner and suppliers 

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The 4 Dimensions of ITIL 4: Value Streams & Processes

The four dimensions of ITIL 4® are ingredients needed to create high quality products and services which deliver value to customers: Organizations and people Value streams and processes  Information and technology Partner and suppliers 

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The 4 Dimensions of ITIL 4: Information & Technology

The four dimensions of ITIL 4® are ingredients needed to create high quality products and services which deliver value to customers: Organizations and people Value streams and processes  Information and technology Partner and suppliers 

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