Keeping One Hand on the Wheel: Trends in Service and Support Models

The ever-accelerating pace of technological change continues to push CIOs to adapt quickly or run the risk of finding themselves outmaneuvered by their competition. Whether it’s determining how best to leverage mobile apps, weighing the risks and benefits of cloud computing/storage, or...
Date Published - Last Updated February 26, 2016

The End of IT’s Monopoly on Trust: How Consumer Services Are Disrupting Industries and Transforming the Workplace

As consumers have become more technically aware, they’ve become more willing to trust each other. This is having an impact on established providers of expertise and trust—and it’s changing entire industries. It’s vital that corporate IT departments understand ...
Date Published - Last Updated February 26, 2016

Real-Time Benchmarking: The Future of Software

It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometime in the next ten years, that number will hit ...
Date Published - Last Updated February 26, 2016

Tech Trends: Asset Management

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

Tech Trends: Security and Access Management

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

Making the Case for Windows 8.1

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

Key Performance Indicators: Meeting the Target Isn't Your Goal

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

7 Steps to Preventing Communication Gaps

Effective communication is one of the most essential business (and life) skills. These seven steps will help you strengthen the transfer of information and prevent communication gaps.
Date Published - Last Updated May 22, 2017

Building a Support Community Means More Than Offering a Wiki

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

Generational Diversity and the Next Big Thing

The transition from the twentieth to the twenty-first century has been incredible. The emergence and integration of developing technologies into our day-to-day lives work lives and personal spaces has changed the potential of our species. It’s been a powerful renaissance, with mankind...
Date Published - Last Updated February 26, 2016