The route to successful integration, now more than ever, lies in building and implementing a comprehensive and employee-focused service management strategy.
Things That Merit Consideration During Service Desk Implementation
A Million Little Things: Global Baselines
Baselines are one of my favorite topics, as setting them is one of the most important things you can do when measuring data. It should underpin everything that you do,…
Customer Experience Guide – How Managing your IT Help Desk Can Pay Dividends
Knowing how to talk to customers isn’t necessarily something that can be programmed into your team, or an innate underlying skill that they will default to in every situation.
The Problem of Complexity in Modern Backup Software
Data protection is a complicated endeavor. This is largely because IT is a complicated endeavor, and data protection involves backing up all the data from existing IT deployments while maintaining…
To Create Great Products, Optimization is Just as Important as Innovation
I left academia for the so-called real world in the late 90s because nothing seemed more exciting than the tech industry, which, at the time, was turning the world upside-down…
The Guiding Principles For ITIL Practitioners
Your Service Desk is the nexus of your communication with both internal and external stakeholders, your customers, and your entire organization.
THWACKcamp2018 Preview – “Observability”: Just a Fancy Word for “Monitoring”? A Journey from What to Why
Have you registered for THWACKcamp™ 2018? What are you waiting for? This year’s event offers multiple sessions from both industry experts and SolarWinds Head Geeks™ on topics important to you,…
Implementing a Systems Monitoring Tool: What’s in it for You?
I don’t think there’s anyone out there that truly loves systems monitoring. I may be wrong, but traditionally, it’s not the most awesome tool to play with. When you think…
What is Supplier Management From an ITIL Perspective?
The ITIL Supplier Management Process provides formal contract oversight, ensuring that service providers and the contracts that regulate them are serving the needs of the business.
THWACKcamp 2018 – There’s an API for That: Introduction to the SolarWinds Orion SDK
We’re sure getting excited for THWACKcamp™ 2018, and I’m particularly excited for you to join me at one of my sessions, There’s an API for That: Introduction to the SolarWinds®…