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
How would you react if you find yourself in the middle of a disaster? For example, imagine you’re at work and your boss tells you to go home because there is a hurricane coming, or the city is flooding. Forget about the standard corporate response or the enterprise disaster readiness procedures....
Date Published June 12, 2012 - Last Updated May 11, 2016
In 2008, Citrix launched a BYOD (“bring your own device”) program for its worldwide employee base. Already a leading provider of virtualization, networking, collaboration, and cloud technologies, Citrix set the stage for their IT support teams to begin embracing the transformation taking place...
Date Published June 12, 2012 - Last Updated May 11, 2016
Effective communication cuts through cynicism and makes it safe for others to listen, understand, and take appropriate action. It allows a lot of information to be shared in a very short period. It resolves concerns and reaches in and takes hold of the heart. It invites people to participate,...
Date Published June 12, 2012 - Last Updated May 11, 2016