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Misalignment between IT change management and project management leads to headaches for both practices. IT leaders must involve project management throughout the change...
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Leverage the storyboard and associated materials to build a plan for developing a project handover that the service desk will use to support the new application/product....
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If you still think “it’s in the cloud, so I don’t need to worry about it,” then get your resume ready. When O365 goes down, your executives are calling IT, not Microsoft,...
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For many businesses, one of the key benefits of the cloud ecosystem is enabling choice for different users, groups, and projects in the organization. But this means...
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As the business gets more innovative to solve its problems, IT finds itself in reactive mode, dealing with software bloat, managing surprise SaaS renewals, and having to...
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Design a VIP support model for the service desk that meets the needs of your executives – but doesn’t negatively impact service delivery to the rest of the organization –...
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You can’t mature processes without also documenting them. Process documentation is most effective when workflows are both written out and visualized in the form of flow...
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Acquire and use discovery tools wisely to populate, update, and validate the data in your ITAM database.
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The death of the mainframe has been greatly exaggerated, and there exists a robust community of partners to support and train the next generation of mainframe users.
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The endpoint management market is an ever-expanding and highly competitive landscape. The market has undergone tremendous evolution in the past years, from device...
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