There has been a lot of disruption in the last two years, but the fundamentals of good service don’t change. Now that the dust has settled from the initial wave of change, take stock to make sure your tech solutions are making life easier for customers and clients.
Date Published July 22, 2021 - Last Updated July 26, 2021
It’s easy to underuse and overspend on cloud assets. The good news is that there are tools and practices that IT can apply to better manage cloud assets and tamp down the waste. Here how to determine if you are throwing money away.
Date Published July 19, 2021 - Last Updated July 26, 2021
Accelerated moves to the cloud made sense at the height of the pandemic -- organizations may face different concerns in the future. Chief among these is how to determine who is an authorized user and who isn’t in a hybrid work environment.
Date Published July 14, 2021 - Last Updated January 20, 2023
In part two of this two-part series, an experienced IT analyst and former licensed therapist describes the key ingredients IT service and support pros need to have a strong relationship with their clients. He gives suggestions for how to implement them in practice, as well.
Date Published July 12, 2021 - Last Updated July 26, 2021
It’s important for IT service and support pros to know they are in a relationship with their client, and that often misunderstandings will arise. Here, Ben Brennan lists the five “love languages” of clients, and reminds us to be human-centered in our approach.
Date Published July 12, 2021 - Last Updated December 16, 2021
Cybersecurity pros are in high demand, but you don’t necessarily need to drop everything and go back to school to become one. Here's how one system administrator developed his own personal online night school curriculum to gain the expertise for a successful security career.
Date Published July 7, 2021 - Last Updated December 16, 2021
Cybersecurity pros are in high demand, but you don’t necessarily need to drop everything and go back to school to become one. Here's how one system administrator developed his own personal online night school curriculum to gain the expertise for a successful security career.
Date Published July 6, 2021 - Last Updated December 16, 2021
An intrinsic part of being human is the ability to tell stories, and managers shouldn’t set aside this aspect of communication when coaching about nuts and bolts issues. Instead, storytelling can be an integral part of helping frontline team members understand the “why” of what is being asked of...
Date Published July 5, 2021 - Last Updated July 26, 2021
Accelerated moves to the cloud made sense at the height of the pandemic -- organizations may face different concerns in the future. It’s going to be up to IT to ensure that the new normal is as secure as what came before COVID-19.
Date Published June 30, 2021 - Last Updated December 16, 2021
A poignant movie distills an important lesson for one IT service and support industry road warrior, and causes him to redefine what is important in life. After all, he said, nobody on their deathbed ever said, "I wish I spent more time at work.”
Date Published June 29, 2021 - Last Updated July 26, 2021