The End of IT’s Monopoly on Trust: How Consumer Services Are Disrupting Industries and Transforming the Workplace

As consumers have become more technically aware, they’ve become more willing to trust each other. This is having an impact on established providers of expertise and trust—and it’s changing entire industries. It’s vital that corporate IT departments understand ...
Date Published - Last Updated February 26, 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

Real-Time Benchmarking: The Future of Software

It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometime in the next ten years, that number will hit ...
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

Tech Trends: Security and Access Management

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

Making the Case for Windows 8.1

I have been working with Windows 8 since its earliest beta version, and I love it. That said, I fully understand end users’ resistance to (and sometimes flat-out rejection of) this latest version of the Microsoft Windows operating system. Public and enterprise organizations’ perception of...
Date Published - Last Updated February 25, 2016

Key Performance Indicators: Meeting the Target Isn't Your Goal

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

7 Steps to Preventing Communication Gaps

Effective communication is one of the most essential business (and life) skills. These seven steps will help you strengthen the transfer of information and prevent communication gaps.
Date Published - Last Updated May 22, 2017

Building a Support Community Means More Than Offering a Wiki

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

Training for the Information Age

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