How to Replace an Aging Ticketing System
How to Replace an Aging Ticketing System How to Avoid Problems and Ensure Success! So you are looking to replace your aging ticketing system. I have been the project lead […]
Improving Your Ticket Categorization Scheme
Improving Your Ticket Categorization Scheme Aug 23, 2018 – by Paul M. Dooley HDI Instructor, Auditor and ITIL Expert What is Ticket Categorization, and why is ticket categorization so important […]
Using Display Boards in a Support Center
Why Use display boards in a Support Center? What types of displays should we have? How ought we to use these, and what benefits might we gain? Display boards are […]
New DevOps Awareness class added
DevOPs Awareness Course Launches We have taught “DevOps Fundamentals”, and “DevOps in an ITIL Environment”, and now for those of you who just need a brief 1 day introduction to […]
Roadmap for Cyber-Security Improvement
Just wanted to share an excellent presentation by Randy Steinberg on “Unguarded! A Roadmap for Cyber-Security Improvement”. I attended this BrightTalk session last week, and Randy provides some valuable insights […]
PeopleCert Update: ITIL V4 is Coming, Key Dates
Here is an update posted today from PeopleCert regarding the release of ITIL V4: Key Milestones in the Release of ITIL V4! We recently shared the update from AXELOS concerning […]
ITIL V4 is coming – Read the latest details …
From AXELOS, we have the following announcement about the next version of ITIL: AXELOS is excited to announce that the next iteration of ITIL will be called ITIL 4. The […]
New Course: Adopting DevOps in an ITIL Environment
As you know, DevOps is a rapidly emerging set of best-practices in the realm of IT. Born in the early 2000’s out of frustrations within Development and IT Operations functions, […]
“Making the Most of Your Metrics via an Effective Reporting Framework”
Join me for the BrightTalk Presentation: “Make the Most of Your Metrics with an Effective Reporting Framework” Date and Time: May 17th, 10 AM PST 45 Min, plus Q&A Speaker: […]
7 Steps to Exceptional Customer Service
The “7 Steps to Exceptional Customer Service” is an article I wrote a few years ago, with truths that are even more relevant today… We are in a New Business […]
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