In this article, we will look at ITSM through the lens of constant digital transformation, examining how the rise of AI is affecting humans in the IT space; the move…
How Digital Transformation is Changing IT Service Management Solutions
Application Dependency Mapping
So far in this series, we have covered Application Performance Monitoring. If you haven’t already, read part one, part two, part three, and part four. In the last post, we stressed the importance of…
What is Your IT Legacy?
Where are you in your career arc right now? Trusting simple statistics, I can say that the majority of you are either just starting out, or somewhere in the middle.…
You Are Here – A Reference Model for IT Infrastructure Security
We made it! This is the final post in this six-part series mapping the cybersecurity landscape through a new reference model for IT infrastructure security. Thank you for coming along…
To Infinity and Beyond!
I’ve covered a lot in this series of posts around artificial intelligence (machine learning); from the beginning (Not Another AI Post…) to why I love it (My Affection for AI)…
The Cost of (Not) Monitoring
What does a wireless thermometer have in common with ping? Both can keep a business from losing cash. One of the ways businesses stay in business is by keeping a…
How to Use SLAs to Improve Customer Service Satisfaction
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 use of service-level agreements, or…
Do Network Engineers Dream of Software Defined Sheep?
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…
Automating the Automators
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 the ubiquitous “Single…
Continuing Service Improvement (CSI) Throughout the ITIL Lifecycle
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 important.