In the thirty year history of Help Desk and ITSM, it has been a normal practice to replace software tools every five to seven years. But this cycle is now changing. These days, organizations are looking to select a tool and vendor that will offer both a more strategic partnership and a solution lif…

As the technology and practices around IT service management continue to evolve, it is important to recognize the investments that can have the biggest impact on IT and on the business. One such investment is the service catalog. The service catalog is a rising star in the IT organization, and with …

Our world has forever changed and now IT is called to change in kind. New, powerful, and unstoppable forces are reshaping the world of the consumer, our personal lives, and every business. And these same unstoppable forces are colliding in the world of IT. What is expected and demanded of IT is to k…

Technology today is not what is was years ago. Traditionally the most talented people in an organization—our brightest stars—were most often found in sales, marketing, consulting, R&D, and other similar departments. The IT department would not normally make the short list of where we would look to f…

We're coming up on the annual HDI event, scheduled for April 9-13 at the MGM Grand resort in Las Vegas! The HDI event is one of the major IT and help desk shows of the year. As with any industry event, you can make the week more productive by taking a few minutes to get organized. You should arrive …

There is a motion that occurs in the operations of IT today, and it is changing before our eyes. Increasingly, this motion is moving more quickly and in a more synchronized manner across all of the IT organization. These changes are no accident—they are born out of the need to drive the business aro…

If you work in an IT organization today, it is likely you are familiar with the term ITIL.  Whether you are an expert or a novice, ITIL is often part of the IT agenda since gaining widespread use in IT organizations globally. And with good reason.  The IT Infrastructure Library is a strategy and b…

In today’s increasingly complex and dynamic world of IT, we as IT professionals are called to do many things: Protect and secure the valuable assets of the business Deliver timely and high-quality services Leverage technology to better serve our customers while creating competitive advantage This …