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White Paper from KNOVA
The world has changed. Top down command and control models are
obsolete. Today, the road to success means empowering customers with Web 2.0 technology and then enabling users to manage their own experiences while simultaneously contributing back ...
White Paper from KNOVA
The earliest adopters of KCS had to take real risks to get these benefits. Practices were documented at a conceptual level, but operational details had to be re-invented with each adoption. Formal training was unavailable. Technology support was ...
White Paper from KNOVA
IT organizations—and service desks in particular— are under unprecedented pressure.
• 47% of IT spending falls in the category of total cost of support and maintenance (TCSM). With half of IT funding devoted simply to keeping
existing ...
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