How to Use SLAs to Improve Customer Service Satisfaction
12/04/18 Effectively setting and managing customers’ expectations is what drives their level of service satisfaction. One terrific way to set and manage expectations is through the…
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Do Network Engineers Dream of Software Defined Sheep?
12/04/18 I really want Software Defined Networking (SDN), or something like it, to be the go-to approach for networking, but are we too tied to our idea of what SDN is for us to ge…
Automating the Automators
11/30/18 I’ve heard repeatedly from people in this industry that what we need is a single interface to our infrastructure. For status monitoring, perhaps that’s best represented by…
Continuing Service Improvement (CSI) Throughout the ITIL Lifecycle
11/29/18 Establishing and refining CSI goals, metrics, and overall strategy ensuring that they are rooted in both your organizational mission and your long-term IT vision is so imp…
You Are Here – Visibility & Control
11/29/18 Today, in the fifth post of this six-part series, we’re going to cover the fourth and final domain of our reference model for IT infrastructure security. Not only is this …
Quantum Computing Will Put Your Data at Risk
11/29/18 “Too many secrets.” – Martin Bishop One of the pivotal moments in the movie Sneakers is when Martin Bishop realizes that they have a device that can break any encryption m…
One Framework to Rule Them All
11/28/18 The Dream of the Data Center For me, it started with OpenStack. I was at a conference a number of years ago listening to Shannon McFarland talking about using OpenStack to…
Improving Incident Response by Uniting Technical & Non-technical Teams
11/27/18 Pre-planning and practicing internal communication in anticipation of the next incident is so crucial to improving your overall organizational response to incidents. The p…
Words Matter
11/26/18 One of my biggest pet peeves with AI is the word itself. Words matter, especially in IT. Whether you’re trying to nail down a scope of work for a project, troubleshooting …
7 Most Useful Ticket Automation Rules
11/21/18 Automating processes within your service management strategy reduces repeat work to make it easier for your team to get stuff done. Your service management solution should…
Application Performance Monitoring: APM In An Agile World
11/21/18 Hopefully, you have been following along with this series and finding some useful bits of information. We have covered traditional APM implementations in part one, part tw…
12 Red Flags That Your IT Help Desk Solution is Behind the Times
11/19/18 Take a long, critical look at your IT help desk solution to see if it enables your organization to meet a growing list of demands. If you find any of the following shortco…