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…
An A-B-C Approach to Improving Security Compliance
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.
Dungeon Mastering in IT (Part the Third)
Short-Circuiting your Adventure I’ve noted that preparation and planning are some of the hallmarks of both a good DM and IT professional, but sometimes planning gets short-circuited. In the past,…
Microsoft Workstation Logs – Focus on What’s Important
Can you have too much of a good thing? Maybe not, but you can certainly have too much of the wrong thing. In my first blog, I introduced the idea…
Dungeon Mastering in IT (Part the Second)
This is the second post in a post that started in Part the First. CRIT! Unplanned Good/Bad Randomness is a part of life. This has widespread areas of affect: from…
Business Services and their Challenges in Complex Environments
Business services and infrastructure services have divergent interests and requirements: business services are not focusing on IT. They may leverage IT, but their role is to be a core enabler…
How Artificial Intelligence Can Lower Service Desk Resolution Times
Though these pieces of functionality are common in consumer products, they can also drastically reduce resolution times from the service desk, creating a better customer experience.