Asset management is a time-consuming task, and larger organizations have a greater need for dedicated toolsets. What features should IT look for when selecting this type of software?
Date Published - Last Updated February 25, 2016
The state of security in 2014 can be summed up in four words: We are falling behind. External breaches are occurring more frequently and becoming more complex, and internal threats have extended beyond malicious employees (past and present) and current employee mistakes to include vendors, who...
Date Published - Last Updated February 26, 2016
I have been working with Windows 8 since its earliest beta version, and I love it. That said, I fully understand end users’ resistance to (and sometimes flat-out rejection of) this latest version of the Microsoft Windows operating system. Public and enterprise organizations’ perception of...
Date Published - Last Updated February 25, 2016
KPIs aren't the goal—continual improvement is. Like ITIL itself, continual improvement is a cycle: once you've achieved a target, the cycle begins anew.
Date Published - Last Updated May 11, 2016
Overenthusiastic advocates of any initiative often jump into action before thinking things through, but just because one organization saved money by using peer-to-peer support, that doesn’t mean it will work in every organization in the same way.
Date Published - Last Updated May 11, 2016
When budgets are tight, it’s important that you spend money on training that builds the skills you need at the levels you need them.
Date Published - Last Updated May 11, 2016
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Date Published - Last Updated May 11, 2016
ITIL, the best practice framework formerly known as the IT Infrastructure Library, has played a big role in the evolution of corporate IT. Love it or hate it, it’s hard to dispute the fact that ITIL has done much to improve the professionalism and performance of technical service and support...
Date Published - Last Updated February 26, 2016
Everyone, from executives to frontline employees, tells me the same thing: When people report on issues or projects, they usually provide way, way too much information—the dreaded TMI. So how do we solve the problem? By using my Inquire to Influence™ strategies, you’ll be able to connect and...
Date Published - Last Updated February 25, 2016
How well do you know your customers? Do you understand their expectations around technology and its support? The fact is, these expectations change depending on age and exposure to technology. Consider the terminology you see in popular media concerning each successive generation: Baby Boomers,...
Date Published - Last Updated February 26, 2016