In this second part of a series on how to coordinate service management within an organization, we discuss why many organizations are now differentiating access to applications and data based on job roles. We also provide suggestions for how to adopt role-based provisioning.
Date Published October 13, 2021 - Last Updated January 20, 2023
There is broad consensus for utilizing cloud technology, but less consensus for how to do it effectively. Results from an Accenture survey point to risk of missing out on strategic advantages if organizations focus strictly on cost-savings from the cloud.
Date Published October 4, 2021 - Last Updated January 20, 2023
As part of our "From the Vaults" series, we are resurfacing a look at how a poorly planned IT transformation can be similar to a zombie apocalypse in yielding end-of-the-world results. Here is how your skills in IT service and support might help you survive just about anything.
Date Published September 29, 2021 - Last Updated January 20, 2023
End users may be satisfied with their level of IT service and support on the surface, but they still want to have immediate, human connections with support when things go wrong. Here is why automation isn’t always the answer, and how to affordably provide that support utilizing AI tools.
Date Published September 29, 2021 - Last Updated January 20, 2023
To find the root cause and speed up issue resolution, IT teams need a clear view of the correlation between user experience, measurable network behavior, and underlying network issues. Here is what to look for to flesh out the vague complaints from end users.
Date Published September 28, 2021 - Last Updated January 20, 2023
A multi-cloud strategy eliminates the need to decide between application portability and full functionality for specific workloads. However, new security challenges emerge as more organizations launch or expand their multi-cloud strategies as part of their digital transformation initiatives....
Date Published September 27, 2021 - Last Updated January 20, 2023
The rapid shift to a dispersed workforce requires that IT service and support teams up their game to deal with the increase in tickets. Here are some concrete ideas for how to improve day-to-day operations with a remote workforce in mind.
Date Published September 22, 2021 - Last Updated January 20, 2023
In this age of high anxiety and dispersed work teams, it’s more important than ever to employ best practices toward coaching team-members. Here, we walk you through ways to be the best coach you can be, even if that means tapping out for others to coach a team-member.
Date Published September 21, 2021 - Last Updated January 20, 2023
New security challenges emerge as more organizations launch or expand their multi-cloud strategies as part of their digital transformation initiatives. How do you realize the benefits of a multi-cloud environment while staying safe at a reasonable cost?
Date Published September 20, 2021 - Last Updated January 20, 2023
Too often, the system of IT service and support is geared toward maintaining the bare minimum of service. Here is an argument for why that isn’t enough, and a couple of concrete suggestions for how to change the culture to allow for better feedback and more risk-taking.
Date Published September 15, 2021 - Last Updated January 20, 2023