A Holistic Approach to Cybersecurity: Protect Your Reputation and Your Bottom Line

Too often, companies choose to believe they won’t be affected by security breaches. And too often they’re wrong. That means a whole lot of companies are losing—financially and reputationally.
Date Published - Last Updated December 1, 2017

Tech Trends: Customer Relationship Management

ITSM and customer relationship management (CRM) are industries, frameworks, technologies, and approaches that have traditionally been applied to very different business processes, workloads, and segments of the organization. But with the degree of consolidation and standardization taking place...
Date Published - Last Updated February 26, 2016

Tech Trends: Asset Management

Asset management is a time-consuming task, and larger organizations have a greater need for dedicated toolsets. What features should IT look for when selecting this type of software?
Date Published - Last Updated February 25, 2016

Unleash Your Inner Catwoman: Toward the Technology Concierge

The service desk is the face of IT, regardless of what technology resources and capabilities are ultimately deployed to deliver services, and we need to change the way we deal with our customers, who are becoming increasingly tech-savvy and demanding more adaptable business solutions. We must...
Date Published - Last Updated February 25, 2016

Want Better Solutions? Think Differently!

In service management, we come up with solutions and solve problems on a regular basis. It’s part of the job, and we are quite good at it. There are times, however, when a new problem arises and the usual solutions simply don’t work. The problem could be ...
Date Published - Last Updated February 26, 2016

"Houston, We Have a Problem": The Service Center War Room

IT provides services to the business, and ITSM enables IT to react accordingly when those services don’t perform as designed. It’s important that IT and the business are on the same page when it comes to key events, and that they approach those events with the same sense of urgency. This...
Date Published - Last Updated February 25, 2016

Seeing Stars: Hollywood and the Keys to Continuous Improvement

Organizations often rush to kick-start improvement efforts without first completing a thorough analysis. All too often, improvement exercises are either reactive—knee-jerk responses to what others have done—or conceived in response to the passionate advocacy of a charismatic (and usually senior)...
Date Published - Last Updated February 25, 2016

Security and Facilities Control: Support Considerations

There’s an information security maxim that states, “There’s no security without physical security.” Buildings and infrastructure (other than specifically IT infrastructure) are usually the domain of a department other than IT, but the technology used to monitor and secure facilities of all types...
Date Published - Last Updated February 26, 2016

Lockdown: BYOD and Mobile Device Security

Securing personal devices requires an in-depth knowledge of not only the unique aspects of mobile devices but also the unique approaches to securing mobile devices that aren’t owned by company. Multiple platforms and multiple mobile device management (MDM) solutions only complicate the BYOD...
Date Published - Last Updated February 26, 2016

Tech Trends: Knowledge Management Tools

People are used to googling to get answers to their questions, so why invest in a knowledge management system and web self-service for IT support? Well, there are some major drawbacks to using Google in lieu of a knowledge management system. The shortcomings are mostly the same whether end users...
Date Published - Last Updated February 25, 2016