The term “DevOps” typically refers to the emerging professional movement that advocates a collaborative working relationship between Development and IT Operations, resulting in the fast flow of planned work (i.e., high deploy rates), while simultaneously increasing the reliability, stability,...
Date Published July 5, 2015 - Last Updated July 5, 2015
Knowledge management is the future of IT support—but not as we know it today. The reality is, IT’s view of managing knowledge is significantly challenged by modern methodologies.
Date Published June 16, 2015 - Last Updated February 20, 2024
Shadow IT is just a new flavor of outsourcing, empowered by the cloud and mobility. For IT to address it, it needs to build powerful relationships, but first, it needs to be seen by the business as a partner in the organization’s success.
Date Published June 9, 2015 - Last Updated May 11, 2016
Security and support aren’t covered with anywhere near the regularity of other aspects of the Internet of Things. But when you scratch the surface, they’re every bit as important to enterprises as usability and functionality.
Date Published June 9, 2015 - Last Updated May 11, 2016
Self-service: The phrase evokes deep emotion in customers and support personnel alike, though they perhaps occupy opposite ends of the spectrum. But take heart, support professionals—self-service is possible!
Date Published June 2, 2015 - Last Updated May 11, 2016
From students to executives, finding solutions to improve efficiency, productivity, and communication has become vital. These end users are trying to excel in their work, and while they don’t mean to cause harm, in most organizations this desire leads to the use of applications, services, and...
Date Published May 26, 2015 - Last Updated March 10, 2021
If you have a job and you give it to someone else, that’s a bad thing. That’s been the traditional view of outsourcing, but there’s a different perspective to consider: Outsourcing is a solution, not the solution.
Date Published May 26, 2015 - Last Updated May 11, 2016
Trusted advisors will play a pivotal role in the new world of IT. Cinda Daly sat down with industry thought leaders Malcolm Fry and Phil Verghis to learn more about how businesses can take advantage of this opportunity.
Date Published May 19, 2015 - Last Updated May 11, 2016
IT professionals need to adapt to today's changing culture or we risk becoming extinct. It is no longer all about the technology; it’s about partnership and solutions, where technology becomes transparent and unobtrusive.
Date Published May 19, 2015 - Last Updated May 11, 2016
Fifteen years ago, support at Petrobras was highly decentralized, with each of the company’s individual areas receiving user support from dedicated IT teams. There were no provisions for behavioral training or career-pathing, and the many IT teams providing support weren’t referencing best...
Date Published May 7, 2015 - Last Updated May 11, 2016