Strategies and Trends for Information Technology Leaders
by Robert Simmons of the Forsythe Solutions Group A winning knowledge management program (KMP), one that increases staff productivity, product and service quality, and deliverable consistency by capitalizing upon codified intellectual and knowledge-based assets, cannot subsist on technology solutions alone, It must also consider people, processes, structure, and culture. Many organizations leap into a knowledge…
While a primary objective of ITIL’s Problem Management process is to prevent problems and resulting incidents from happening, most organizations commonly start implementing Problem Management with a reactive approach. This is commonly referred to as “reactive” Problem Management (PM) because, as its name implies, a service disruption has already occurred. On the other hand, “proactive”…
Social media is now as common as a cup of coffee. Millions of people each day visit Facebook or Twitter, or spend their time blogging or “wiki-ing” (if that’s really even a word!). If those people, however, are your employees, you have to take it seriously. According to the Nielsen Company, business social networking is…
A colleague recently attended a concert at the new 80,000-seat Croke Park football arena in Dublin, Ireland. As she learned, the sparkling state-of-the-art stadium was built in a residential area with little available parking, and accessibility mainly by public transportation. In fact, during the event, the neighborhood was closed for blocks in all directions, allowing…
With the adoption of ITIL soaring into high gear, the evolution of the service desk technologies to support the services delivery is a critical step. Vendors are racing to develop service desk technology that align with ITIL processes in order to provide additional value and enable organizations to transform their IT departments into service organizations….