A colleague recently began his journey to ITIL v3.0 Intermediate Level certification. While he passed the first exam, his score echoed a plight that I have witnessed time and again. He scored lowest on the process with which he was most familiar. Consider this scenario. A business has the need to build structure around IT… Read More »
We live in the mobile age. Fewer businesses provide stationary offices for associates every day. Over 3 million U.S. workers telecommute on a daily basis. For those of us who do have stationary offices, we spend fewer hours in them. Globally, there are approximately 2.1 billion mobile web users. Software companies, including ITSM providers, have… Read More »
The Service Management tools available in today’s market are vastly superior in performance, capability, flexibility and manageability when compared to the monolithic beasts of yesteryear. And, while the tools are different in the ways that they deliver, there is a common goal among sales people: to convince you that their tool is going to be… Read More »
Your end users complain that your application is getting slow. Your DBA wants you to get your disk and CPU usage under control. Your transactions are fast, but your reports take longer to run than continental drift. Your developers think that sifting through your application’s database is like exploring the human genome. If any of… Read More »