This past week I attended the Gartner IT Infrastructure & Operations Management Summit in Orlando, FL, the show was very informative and as in previous years is a great source to help verify our current direction and aid us in shaping our efforts for the future. This year, however, the event had extra meaning for me as one of our clients was a main presenter on how knowledge has transformed its business and culture.
Bill Purcell, Incident Manager at Paychex, gave a great presentation as he shared his experiences, stories of their journey, and best practices around their success with Knowledge Management and Self-Service. Bill’s passion on the topic, and their success with RightAnswers was clear and his perspective truly engaged the entire audience. Analyst talks by design are middle of the road in tone, often weighing pro’s and con’s of technology decisions and we as listeners come away unsure of the choice to make. Bill’s presentation really stood apart from the other sessions due to his real world results, which left little doubt on the recommendation – Knowledge Management and Self-Service does work, does deliver results and when approached as a discipline will transform the organization to increase productivity and save lots of money – implement now.
It is hard not to be biased, as I was extremely proud of everything Bill had to say about his project’s success and about us, but many of the other attendees thought his presentation was the best one of the event. Attendees got the real facts and experiences from one of their own and throughout the session Bill laid out a detailed plan and framework for others to leverage – a real home run.
Congratulations Bill on a great session. You and your team should be proud of all that you have accomplished.
RightAnswers
Jeff Weintein
mfsutter
keithberg
simonyelsky
veronicamathieson
bpollie
ademsky
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