Theme

Self-service and knowledge

Shift-left, a knowledge base people actually use, a service catalogue in customer language, and ESM beyond IT. Knowledge closer to the user.

Below are the published articles in this theme, newest first. Every piece comes from practice and is meant to apply tomorrow, not to gather dust in a drawer.

Service catalog

Service catalog in plain language: describing services the way people recognize them

A service catalog full of system names goes unused. Learn how to describe services in the user's own language and start small without rewriting everything.

Knowledge management

Building a knowledge base people actually use, not an archive that gathers dust

Building a knowledge base only works if it stays alive. Learn how to start small, write while resolving issues, and organize ownership and cleanup.

ESM in practice: service management for HR, facilities and beyond

ESM brings service management to HR, facilities and other departments. Learn how to do it pragmatically without copying IT processes one to one.

Shift-left and self-service: solving problems earlier, not just putting up a portal

Shift-left resolves requests earlier with self-service and knowledge. Learn why a portal alone fails and how to make self-service stick.

Other themes

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