We often hear of the importance of managing the risks associated with making personal investments. Until we understand investing well enough to weigh equity against the level of tolerable risk, we risk making uninformed decisions that could have devastating results. The same principle holds true...
Date Published May 23, 2012 - Last Updated February 25, 2016
When it comes to customer service, it really is only as good as the customer says it is. But what do you do when your customers think your service is great, but you know it could be a whole lot better? Think Lean! We did, and we were able to reduce our abandoned call rate from 28 percent to 9...
Date Published May 23, 2012 - Last Updated May 11, 2016
Call it the cloud. Call it converged infrastructure. Call it hybrid delivery, or whatever the marketers come up with next. The fact is, the world of IT has changed. It’s the “new IT.” But let’s be honest: it’s not altogether new, and it’s not altogether IT. So what is it, and how is it going to...
Date Published May 23, 2012 - Last Updated May 11, 2016
With all of the buzz around strategic planning, it’s understandable that today’s IT manager or CIO, however shrewd he or she may be, might feel overwhelmed by the plethora of definitions on offer. The easy-to-use toolkit presented in this article provides a simple, yet effective, tried-and-true...
Date Published May 23, 2012 - Last Updated July 7, 2020
Some will no doubt think this is heresy, but the fact is that ITIL is a process framework. It is not prescriptive (in either ITIL v3 or ITIL 2011, but more on that later), and the books do not actually provide a method for designing services; rather, they provide the (presumably) required processes.
Date Published May 22, 2012 - Last Updated May 11, 2016
KCS was chosen as it allows for real-time knowledge management and provides a continuous feedback loop, features that are essential for successfully maintaining the information used in an IT environment.
Date Published - Last Updated June 2, 2016
After completing its reorganization in January 2012, it quickly became clear that for the reorganization to work, KCS would have to be institutionalized in our organization.
Date Published - Last Updated June 2, 2016
We observed our colleagues using the request tools where they worked. We realized that we needed to present information in a role-specific manner.
Date Published - Last Updated June 2, 2016
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Date Published - Last Updated September 30, 2015
Because of the nature of business today, IT management has shifted from a set of tactical tasks to some of the most strategic initiatives within an organization. The mere fact that IT management is now part and parcel of the overall executive management team is a testament to the significant...
Date Published - Last Updated April 30, 2015