HR teams handle vast amounts of information daily—policies, employee records, training materials, compliance documents, and more. Organizing all this data can become a challenge, especially as companies grow. That’s where HR Knowledge Management (KM) steps in. With a structured way to collect, store, and share HR knowledge, a solid KM system helps streamline operations, improve decision-making, and boost employee satisfaction.

In Service Management, there's a vast amount of knowledge at play—some of it is documented and formalized, and some of it is not. Implicit knowledge may not be as straightforward to manage as explicit knowledge, which is easy to capture and share through manuals or databases. What happens with this knowledge that isn’t so easily put into words?

In this episode of Ticket Volume, we dive into the world of Service Management Maturity and Service Desk Certifications and levels with three experienced guests: Joshua Nelson, Head of IT Services at Runshaw College; Alex Harding, Director of Technology Experience at Power Design Inc.; and Sarah Jayne Bulley, a dedicated Service Delivery Manager at Euromonitor International.

Understanding help desk statistics can significantly impact your business strategies. Why? Because they help you adapt to evolving customer expectations and improve service efficiency.There are many help desk statistics and facts that can illuminate key areas of your customer service operations. By analyzing these metrics, organizations can identify strengths and weaknesses in their support systems, allowing them to make informed decisions that enhance overall performance.

Running a busy IT department, juggling everything from system outages to user requests and planned changes can quickly become overwhelming without a solid system to organize and track these tasks. That's where ITIL ticket types come into play. They're not just simple categories; they represent a structured approach to managing IT tasks and issues that can transform your team's operations.

If you’ve ever wondered how happy your customers truly are, you’re in the right place. It turns out there is an easy and approachable way to measure it: the CSAT or Customer Satisfaction Score, which specifically measures customer satisfaction related to a product or service.

While the front office often steals the spotlight with its client-facing roles and revenue-generating activities, the back office is where the magic truly happens. This behind-the-scenes powerhouse is essential for maintaining smooth business operations, supporting customer satisfaction, and ensuring that everything runs like a well-oiled machine. In this article, we’ll dive deep into what the back office is, how it functions, and why it’s crucial for any organization’s success.

Employee experience has been in HR and IT leaders’ minds ever since companies started shifting their ethos into a more employee-centric model. It’s no longer a matter of how much an employee can get done but how they can do it while still feeling like they want to keep doing it.Now that employees are in that strange transition period between home-office and hybrid work, everything about achieving an optimal employee experience has been brought to the forefront even more.

Kanban has become a very popular work—or workflow—management tool, especially in the Lean, Agile, and DevOps worlds. It has also found its way into IT Service Management (ITSM) as a way of providing focus and insight into work jobs/tasks and flows, such as ticket queues, planned and unplanned tasks, or projects and improvement activities.

There is a reality we can all agree on: in today’s business environment, employee training programs have become more important than ever. Companies that invest in training and development programs see significant benefits, including improved performance, higher employee satisfaction, and a competitive edge in the marketplace. In this article, we’ll explore the various types of employee training programs, their benefits, how to implement them effectively, and the latest trends to watch.