May 20, 2014 If IT organizations want to provide high quality, reliable IT services to our customers then we need to have good processes. If we just rely on technical people doing the right thing then the services we deliver to our customers will be expensive and inconsistent compared to IT organizations that have well designed [...]
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May 20, 2014 What is software compliance and why is it such a headache for IT departments? In this blog I am going to explores the basic concepts of [...]
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May 15, 2014 In order to do their jobs, users need applications, systems and services to be there when they need them. They expect them to be [...]
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May 9, 2014 In the age of digitization, the world is changing at an ever increasing rate. Businesses need to react to changing conditions and [...]
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April 27, 2014 When organizations want to improve their IT service management they often create huge projects that take a long time to deliver much [...]
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April 25, 2014 What exactly is your job? I’m a “Senior Manager, Product Marketing” for ServiceNow – not that the job title gives much away about what [...]
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April 17, 2014 Ok maybe not greatest ever… but it sounded like a sexier title, like I’m a super hero or something. Anyway… I can’t [...]
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April 10, 2014 Talk about a tricky question. Are you offering, or working on, a help desk or a service desk? And does it really matter? Looking at [...]
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March 31, 2014 I recently found out that the D in HDI was for Desk not for Ducks. So sadly the HDI Annual Conference and Exhibition (HDI14) isn’t the [...]
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March 27, 2014 What is it with IT people and metrics? We seem to be obsessed with monitoring this and measuring that. And don’t get me started with [...]
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March 20, 2014 The ITIL Service Operation book says you should have a “major problem review” after resolving a major problem, but it doesn’t provide [...]
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March 14, 2014 What exactly is your job? I’m the Senior Manager – Solutions & Services at Kovair Software and work mainly on out-of-box [...]
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March 6, 2014 Wow Vegas was a blast. Who knew that a short guy from New York would be so popular? But that’s enough about me, there are far more [...]
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