What is K-Flow, and how can it be used to promote and drive continuous improvement in the support organization?
Date Published March 4, 2015 - Last Updated June 27, 2016
Given the multitude of challenges that IT has faced over the years, there's a growing recognition that IT must grow, change, and clearly demonstrate the value it gives back to the organization.
Date Published February 24, 2015 - Last Updated May 11, 2016
KCS is by far the best methodology for support centers, but in the journey to drive organizations to it, there are numerous challenges.
Date Published February 18, 2015 - Last Updated June 27, 2016
The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Date Published January 16, 2015 - Last Updated May 11, 2016
Date Published January 6, 2015 - Last Updated January 6, 2015
Before choosing a new service management tool, you need to know what your service management needs are and also what the expectations of your business are.
Date Published January 1, 2015 - Last Updated May 11, 2016
Security isn’t “someone else’s job”—it’s everyone’s job. In this webcast, Winn Schwartau will discuss the importance of good security practices in the support center. Some of those good practices include monitoring all events, recording and classifying events,...
Date Published November 14, 2014 - Last Updated December 30, 2014
The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. In order to learn how service support practices have adapted and been adapted as a result of...
Date Published October 15, 2014 - Last Updated March 10, 2021
DevOps is poised to change IT, and the same ITSM practitioners who’ve been dismissing DevOps are the ones most equipped to support DevOps initiatives and create value for the business. Find out how ITSM practitioners can contribute to this exciting organizational journey.
Date Published July 1, 2013 - Last Updated August 6, 2018
There are many benefits to remote support. For best results, follow these good practices.
Date Published June 22, 2012 - Last Updated December 30, 2014