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
We focused on streamlining processes to eliminate duplication of effort and improve efficiency.
Date Published - Last Updated June 2, 2016
A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality...
Date Published - Last Updated December 30, 2014
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
Date Published - Last Updated March 27, 2025
We needed to find ways to head off the expected volume increase while expanding the breadth of knowledge across all of our support agents.
Date Published - Last Updated June 2, 2016
While it was clear the Knowledge-Centered Support (KCS) methodology would help to address some of the key problem areas within the ATSC, it was also evident that KCS would have significant benefits for the 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