Secrets of IT service management implementations: The Big Bang Theory

After being involved with hundreds of IT service management (ITSM) implementations over the past decade involving small and large organizations, I’ve found that there are as many ways to address each rollout as there are...

02/11/2014

How to run IT like a business

With technology supporting every role within an organization, from marketing to sales to administration, there has never been a more exciting time to be in IT. Technology is now a key enabler for every employee. To support this...

01/09/2014

IT’s mission possible: More with less

Two opposing forces are placing additional pressure on the modern IT service desk; the continual need to stretch resources further is challenging the ability to meet growing end-user expectations, which now includes a wide range of...

12/06/2013

Why MDM and ITSM need to play nice

Every IT professional knows that bring-your-own-device (BYOD) is here to stay. Analysts at Gartner report that about half of the world's companies will have adopted BYOD programs by 2017. Even heavily regulated industries are...

08/05/2013

Prescriptions in IT: Treat the cause, not the symptom

Maybe a server is temporarily down, or perhaps an end user is unable to log onto a device due to password failure. But what if that server is an integral part of a manufacturing workflow? Or what if that blocked login meant that an...

07/02/2013

5 ways IT can improve customer satisfaction

As an IT guy at heart, when people ask me for my top tips to improving customer service, they’re always surprised to hear how simple and automate-able they are. So often, IT managers layer technology upon technology to solve...

05/30/2013

Don't let IT process break down business

When IT fails, so does the business.  It is more imperative than ever that all stakeholders work together to ensure IT investments are appropriate and potential service failures are handled in a way that will not impact...

05/13/2013

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