In my last post, you may have noticed I mentioned “evil” four times, but also mentioned “good” four times. Well, you’re in luck. After all that talk about evil and ethics, I want…
Machine Learning and Destroying the Library of Alexandria
4 Ways to Measure Service Desk ROI
For IT professionals, it can be difficult to determine how much time to allocate for high-priority tasks that can actually move the needle in a growing business. Unfortunately, a little…
Why Choosing a One-Size-Fits-All Solution Won’t Work
In my previous post, we talked about the CALMS framework as an introduction to DevOps, and how it’s more than just “DevOps tooling.” Yes, some of it is about automation…
Handling IT Asset Management Challenges as Service Management Expands
IT Asset Management Meets Employee Service Management IT asset management can be a fundamental element of ongoing organizational success. Organizations large and small, in multiple industries, rely on technology to…
Taming the Database: How Observability Spurs Continuous Delivery
For tech professionals it’s intuitive that higher software delivery and operational performance — SDO performance is a new-ish moniker — yields higher organizational performance, or at least substantially contributes to…
When “Trust but Verify” Isn’t Enough: Life in a Zero Trust World
Welcome to the first in a five-part series focusing on information security in a hybrid IT world. Because I’ve spent the vast majority of my IT career as a contractor…
Multi-Cloud Management for IT Security Issues
Multi-Cloud Management, Multi-Tenant Cloud ITSM Platforms, and IT Security IT security is a complicated and continually evolving set of targets that is well beyond the scope of a single blog…
Hybrid IT Requires Existing Skillsets
As the public cloud continues to grow in popularity, it’s started to penetrate our private data centers and realize hybrid IT. More companies are adopting a hybrid IT model, and…
A Look at the Shift from Organizations Adopting a Cloud-First Mentality
Today’s public cloud hyperscalers, such as Microsoft Azure, AWS, and Google, provide a whole host of platforms and services to enable organizations to deliver pretty much any workload you can imagine. However, they aren’t the be-all and end-all of an organization’s IT infrastructure needs.
Service Desk ROI:5 Companies Seeing Big Returns
Seeing a positive return on investment when it comes to a service desk can be challenging without the right solution in place. Whether it is properly routing requests or creating…