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How Personal Knowledge Management (PKM) Fits Into ITIL Knowledge Management

Personal Knowledge Management (PKM)

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In almost every profession and job, personal knowledge management (PKM) is something most of us do every day without realizing it.

When you start a new job and learn the ropes, you take notes and organize them (ideally) so you can do your job better.

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Artificial Intelligence (AI) and Its Threats to HIPAA Compliance

AI HIPAA Compliance

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In today's rapidly evolving healthcare landscape, artificial intelligence (AI) has emerged as a powerful force, revolutionizing various aspects of patient care and operational efficiency. Integrating AI technologies into this setting holds immense potential for enhancing diagnosis accuracy, streamlining workflows, and improving patient outcomes. However, with the increasing adoption of AI in healthcare, artificial intelligence issues and concerns have come to the forefront.

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Guide to Knowledge Management Best Practices, Tools, and Features

Knowledge Management (KM) Best Practices

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Knowledge management serves two purposes: giving front-line, usually customer-centric staff, the information they need to provide customer service. These are known as internal knowledge bases.

At the same time, customer-facing knowledge bases are an integral self-serve solution and part of the customer experience.

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Top 7 KPIs for Measuring Change in ITIL

ITIL Change Management KPIs

Change Management, now known as Change Enablement in the Information Technology Infrastructure Library (ITIL®), is a way of managing change requests and implementing updates and changes in software, applications, and IT systems.

As IT leaders and professionals know, ITIL is a best-practice framework or set of best practices that guide IT Service Management (ITSM).

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Key Elements of Customer Support Models for Software-as-a-Service (SaaS) Excellence

SaaS Customer Support

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In today's hyper-connected and highly competitive business landscape, providing excellent customer support is more critical than ever. The rise of the Software-as-a-Service (SaaS) model has changed the way companies deliver their products and services, with many customers now expecting instant and responsive support through various channels.

Whether you are a SaaS provider, an enterprise-level company, or a small business, customer satisfaction should always be a top priority.

But what exactly does it take to excel in customer support as a service?

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What is First Call Resolution (FCR) in ITSM: Why It’s a Critical KPI Metric

First Call Resolution (FCR) Metrics

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One of the most important metrics and Key Performance Indicators (KPIs) in IT service desk and customer service contact centers worldwide is First Call Resolution (FCR).

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Agile vs. ITIL: How Do They Fit Together? Or Do They?

Agile vs. ITIL

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Developing and implementing technology solutions is a complicated process. Over the years, a wide range of best practice guidelines and frameworks have been created to make this easier and more cost and time-effective, such as ITIL® and Agile.

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The Evolving Role of Information Technology (IT) in Healthcare

Healthcare Information Technology (IT)

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The healthcare industry is rapidly evolving, and technology is playing an increasingly critical role in driving these changes forward.

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What Is IT Operations Management (ITOM)?

IT Operations Management (ITOM)

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IT Operations Management (ITOM) is becoming increasingly crucial for delivering ever more complex IT operations and service management across multi-national and large organizations.

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Understanding Vulnerabilities in Revenue Cycle Management in Healthcare

Healthcare Revenue Cycle Management

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What is Revenue Cycle Management (RCM)?

If you've ever received a medical bill or had to deal with insurance claims, you may have wondered how healthcare providers manage their finances. That's where healthcare Revenue Cycle Management (RCM) comes in. Essentially, RCM is the process of managing the financial transactions between healthcare providers and patients throughout the entire healthcare experience.

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