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While the tiered approach to service support works in some organizations, for many others it results in debilitating silos, a breakdown in communication, and a lack of...
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IT infrastructure is changing wildly. Info-Tech’s trend report is an accessible source of information on developments in the infrastructure space, and it combines these...
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Cloud services are taking over the world. But it’s not always easy to control cost, manage variability, and reduce complexity. Use reserved instances, tagging, and...
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Adopt a continual service improvement mindset and make gradual changes to ticket intake. Focusing on a small number of improvements each quarter will allow you to...
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Configuration management empowers almost every IT management and governance process. Create a plan to harness this superpower, one IT service at a time.
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Extending the service desk to business units beyond IT to other customer-facing business units can not only boost the performance of the department and improve end-user...
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As organizations become more technologically complex, service desks are becoming highly skilled business technology service hubs. Articulating a clear service support...
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Data continues to grow at an exponential rate, and your current storage solutions will not meet all your future needs. Info-Tech’s methodology for storage modernization...
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Now, the IT Operations Center is about more than network monitoring. An effective Operations Center provides visibility across the entire stack, generates actionable...
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The shift-left strategy alone is not enough to get buy-in from tiers 2 and 3 technicians to adopt process changes. This project will give infrastructure managers the...
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