Agile, Mobility, and the Apps Economy: Driving a New APproach to ITSM
Agile, Mobile, and the New Apps Economy – Still a Need for ITSM? Three related business changes are challenging IT service providers, and should cause us to rethink the way […]
Evaluating Support Structures: Tiered Support vs. the New “Swarming” Support Model
Part 1 of 2: Today more than ever, businesses of all types are dependent on technology to reach their business outcomes, whether it’s a manufacturing company producing automobiles, a hospital […]
Bridging the Barriers to Knowledge Management
There seems to be increasing interest in Knowledge Management these days. In fact, reports are that Google no longer has an overriding emphasis on simply being the best “search engine” […]
Keys to an IT Best-practice Reporting Framework
There is a lot of detail in ITIL 2011 about designing the proper “Measurements Framework”, but without a timely and effective Reporting Framework to sort this data, convert it to […]
White Paper – “The Intrersection of DevOps and ITIL”
Change is the order of the day, and if anything, the pace of business and technology change is accelerating. The business and customers are looking to IT service providers to […]
ITIL is Being Updated in 2018
Nov 2, 2017: AXELOS has announced plans to update the world’s most widely-adopted framework for service management in 2018. The update will build on the established core of best practice […]
Top Paying IT Certifications for 2017
Top Paying IT Certifications for 2017 Which certifications should be in your list of credentials based on salary? What’s the next up-and-coming certification? This article will help you answer both […]
Three Must Know Financial Tools
New Support World article now available at HDI: Using a business-case approach with tools to assess total cost of ownership, cost/benefit analysis, and return on investment will help you minimize […]
Six Steps to Building a Knowledge Management Culture
An article I wrote on “transforming to a knowledge driven culture” was named as one of the top 5 SupportWorld magazine articles for all of 2016. Check it out and start your organization on the path to improved knowledge management!
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