This fourth installment of Running IT as a Business continues the self-service discussion and looks at several aspects of Knowledge Management, including the "social effect", which is the effect of the Internet and social media on knowledge availability.
Running IT as a Business Part 4: Knowledge Management in the World of YouTube and Google
Running IT as a Business Part 3: The Internet Shopping Experience at Work
Running IT as a Business Part 2: Financial Management
Running IT as a Business Part One: Service Desk Efficiency and Cost Return
Examine the Service Desk and how organizational optimization combined with solid Service Management processes and the right tools will assist in providing service excellence at a lower cost. For executives, it will provide an "ideal state" for the Service Desk, which may be used as a baseline for comparison.