LeaderBoard (970×90) Zarget – Session Replay
  • Vendor performance management – Part 1

    Vendor performance management – Part 1

    Addressing the challenges with an ITSM system Today, the number of service vendors per company keeps increasing. This may be stimulated either by the need to reduce the number of in-house IT support staff through outsourcing several IT functions (e.g. maintenance of the ERP or the customer portal), or by the desire to provide service
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  • IT Architecture – is it just an Illusion?

    IT Architecture – is it just an Illusion?

    The role of architecture in IT When you are considering IT Architecture I don’t think that anybody would argue with the statements that: Requirements are the input for design activities that result in a design of an Object Design is the input for construction activities that result in an Object that conforms to Requirements But
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  • The End of Incident Management (as we know it!)

    The End of Incident Management (as we know it!)

    Can you imagine an ITSM world without Incident Management? While important, Incident Management (IM) is one of the most inefficient (and sometimes ineffective) ITSM processes. So much of the success (or failure) of IM depends on human interpretation.  What is the consumer seeing?  What kind of day is the consumer having? What does the consumer
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  • Gartner Data Center Covers It All

    Gartner Data Center Covers It All

    Reaching this point has been an exciting journey. Almost 200 interviews recorded at different industry events on 3 continents and more than 200 blogs posted and written by some of the best thought leaders in the industry. With that said, the podcast team is thrilled to announce we will be recording interviews and making some
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  • Cynefin – Broadening the traditional approach to leadership and decision making

    Cynefin – Broadening the traditional approach to leadership and decision making

    Case based reasoning Many best practice approaches are based upon case-based reasoning.  This is the process of solving new problems based on the solutions of similar past problems. You may have seen this in practice; the Service Desk analyst who restores service to an IT issue using a solution she’s tried before.  A Judge who
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  • Five Service Desk Tips for Your Organization

    Five Service Desk Tips for Your Organization

    The effectiveness of your services depends on various factors that you must always keep in mind, as well as how solutions, such as service management solutions, can and do benefit the organization. These are five tips that I think will help make your service desk as successful as possible. First of all, you must invest
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  • DevOps is Fun But Non-Functional

    DevOps is Fun But Non-Functional

    Please don’t throw things at me! It sounds a bit odd but I’ve come to the conclusion that DevOps is fun but non-functional. Before you start throwing rotten tomatoes at me, as was the case with one of my other DevOps blogs, Kill DevOps, please let me explain. There aren’t many decent definitions of DevOps
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  • Are We Finally In The Cloud?

    Are We Finally In The Cloud?

    A ‘cloud-first’ way of working Twenty years ago Sean O’Sullivan and George Favaloro predicted a world where cloud computing was the norm and the world would look to cloud first, rather than considering in-house service options. ServiceNow commissioned ReRez Research (Dallas) to conduct a survey which targeted 1,850 respondents in seven countries, on four continents. They
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LeaderBoard (970×90) Kepner-Tregoe – Learn Solve Succeed