The key to portal adoption is two-fold. First, employees need to understand the benefits to them. It shouldn’t be any sort of inconvenience. They surely don’t want to add another…
Self-Service Portal: Three Ways to Increase Employee Adoption
Everyone Should Get Behind Modernizing Federal IT Networks
Modernizing legacy systems is back on the front burner. Here’s an interesting article from my colleague, Joe Kim, in which he reminds us not to forget about the network. The…
Modern ITSM Practices: The Customizable Service Catalog
Simply put, the service catalog is like a restaurant menu for requesters. The process of submitting a service request should be easy for users, just like customers at a restaurant.
Extending IT Experience
Working in IT? Feeling lost given everything that’s going on in the industry? Are you confused about what to focus on and how to best apply your knowledge? If you…
Out Of Office: Setting Expectations for Office 365
For a lot of organizations, moving to Office 365 might be one of the first, or possibly biggest, migrations to a public cloud. There can be a lot of stress…
An A-B-C Approach to Improving Security Compliance
Security is always an important topic with our government customers. Here’s an applicable article from my colleague, Joe Kim, in which he offers some tips on compliance. Ensuring that an…
Setting Up Multi-Factor Authentication With the AWS CLI
As part of achieving SOC-2 certification, we had to implement stricter requirements around AWS authentication. Database Performance Monitor has had multi-factor authentication (MFA) for access to the AWS web-app console…
The Benefits of a Successful ITIL Incident Management System
Successful incident management will prevent these problems from interrupting business processes (any longer than necessary) or impacting other IT services.
Dungeon Mastering in IT (Part the Fourth)
Flood of Kobolds vs. Epic Boss Fight I had a group where I was running a dragon-themed adventure. Before you gasp and say mockingly, “In Dungeons & Dragons, there are…
Modern ITSM Practices: Introduction
New ITSM technology is changing our world. Leaders in ITSM processes are honing in on alternatives for the manual completion of simple tasks.