A decade ago, the value of IT certification was straightforward: if support professionals received one, it benefited them, in the pocketbook as well as on the organization chart. However, today, the straight line between certification and a better career has bent. Consequently, techies need to...
Date Published - Last Updated February 28, 2018
The role of IT is rapidly changing, with many organizations seeking to transform the manner in which they design, develop, and manage the provisioning of IT services to customers. In Ten Steps to ITSM Success, we touched on the importance of applying project management principles and...
Date Published - Last Updated February 26, 2016
Corporations want to be quick to market and adaptable to constant change. They want to generate feedback, reduce support calls, and increase velocity. Unfortunately, this is often achieved at the expense of sound security.
Date Published - Last Updated February 26, 2016
When budgets are tight, it’s important that you spend money on training that builds the skills you need at the levels you need them.
Date Published - Last Updated May 11, 2016
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
When the service disruption has been significant, it is often appropriate to send out a communication to the affected users and other stakeholders providing them information about what, when, why, and how the service disruption occurred, along with what was done to restore the service and...
Date Published - Last Updated February 23, 2016
The blending of Millenials, Gen Xers, Gen Yers, Baby Boomers and those of us born on the cusp of any of these groupings calls for a level of management expertise with which many are just not equipped.
Date Published - Last Updated May 11, 2016
Learn how one organization turned their KCS investment into strategic value with minimum outside help.
Date Published - Last Updated February 23, 2016
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
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