Economic realities are driving organizations to consider new options for service delivery that can help them operate cost-effectively while still driving service excellence. As they seek greater efficiencies, it no longer makes sense to have multiple layers of the same functionalities and silos...
Tag(s): service management, ITSM
Date Published - Last Updated February 26, 2016
The University of Phoenix’s Technical Assistance Center (TAC) handles more than 1.6 million student and faculty contacts per year, including incidents, service requests, and urgent “how-to” training opportunities. In 2010, the TAC was looking for an effective way to guide the knowledge...
Tag(s): KCS, trends, case study
Date Published - Last Updated February 25, 2016
In the March/April issue of SupportWorld, Jim McKennan provided an overview of some of the activities related to problem management, including incident matching and root cause analysis. In this article, I will build upon that foundation by providing additional insights into the problem...
Tag(s): problem management
Date Published - Last Updated February 26, 2016
Having an understanding of the key parts of project planning is critical to the success of any support team. There are two key elements of project management: people and process. Each element has ...
Tag(s): desktop support, problem management, supportworld
Date Published - Last Updated February 26, 2016
As an organization in a highly regulated industry, Tampa Electric faces complexities and pressures that other organizations may not. As a guardian of the grid, those complexities and pressures are compounded. Yet Tampa Electric’s “culture of security” and practical approaches to security could...
Tag(s): security management
Date Published - Last Updated February 26, 2016
A decade ago, the value of IT certification was straightforward: if support professionals received one, it benefited them, in the pocketbook as well as on the organization chart. However, today, the straight line between certification and a better career has bent. Consequently, techies need to...
Tag(s): certification, value-add, ITSM
Date Published - Last Updated February 28, 2018
The role of IT is rapidly changing, with many organizations seeking to transform the manner in which they design, develop, and manage the provisioning of IT services to customers. In Ten Steps to ITSM Success, we touched on the importance of applying project management principles and...
Tag(s): ITSM, IT service management
Date Published - Last Updated February 26, 2016
Corporations want to be quick to market and adaptable to constant change. They want to generate feedback, reduce support calls, and increase velocity. Unfortunately, this is often achieved at the expense of sound security.
Tag(s): security management, change management
Date Published - Last Updated February 26, 2016
Securing personal devices requires an in-depth knowledge of not only the unique aspects of mobile devices but also the unique approaches to securing mobile devices that aren’t owned by company. Multiple platforms and multiple mobile device management (MDM) solutions only complicate the BYOD...
Tag(s): byod, security management
Date Published - Last Updated February 26, 2016
One of the most important things we’ve learned so far is that ITSM isn’t just about the process and the tools; it’s also about engaging and delighting customers.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016