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How to Recover from These IT Management Mistakes

2018 Trends Every IT Manager Should Know

Data Breach is Not an Issue Just for IT Management

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Could Data Center Colocation Work for You?

Data centers are the lifeblood of any IT department. Because of their utility, the growth of data centers is expected to be at 21% per year. At the same time, … Continue reading Could Data Center Colocation Work for You?

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What Rising Budgets Mean for IT Departments

More and more companies are now investing in the development of their IT departments and infrastructure in order to keep up with the growing needs of the company and the … Continue reading What Rising Budgets Mean for IT Departments

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Should You Have a Serverless IT Infrastructure?

For the longest time, IT has always been dependent on IT architectures that require on-site physical servers to deliver their company’s computing needs. Now, a newer technology is making its … Continue reading Should You Have a Serverless IT Infrastructure?

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Why You Need to Have a Data Protection Officer for GDPR Compliance

With the European Union set to launch and enforce the General Data Protection Regulation (GDPR) in May 25, 2018, there are things that companies need to be aware of in … Continue reading Why You Need to Have a Data Protection Officer for GDPR Compliance

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How Big Data and AI Help IT Managers

Information technology is a complex department to manage. There are a lot of data to be processed and technical details that need to be taken into consideration to be able … Continue reading How Big Data and AI Help IT Managers

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Top 5 Challenges for Managing Multisite IT

It is harder to perform certain types of jobs or collaborate when colleagues are based in remote locations. And ensuring that multiple, remote IT systems are working reliably and efficiently is crucial.

Why You Shouldn't Be Afraid of Replacing Your Legacy ITSM Suite

Many IT organizations continue to struggle with outdated IT Service Management (ITSM) suites. These legacy systems are incredibly rigid and difficult to configure—they need an army of programmers and administrators, and they still can’t keep up with business demands. Often, they are an unwieldy collection of poorly integrated products rather than an efficient unified solution. Business users abandon them because the user experience is so embarrassingly poor. And, the costs are astronomical—upgrades are overwhelmingly painful, on premises maintenance costs are sky high, and there’s a never ending stream of expensive customizations and integrations.

Intelligent Disobedience: It's Time to Empower Your Service Desk Agents

he last ten years have seen a growing need for corporate IT organizations to deliver service desk capabilities at lower cost. Which in turn has generated two clear trends, both driven by the presumption that the service desk role is mostly routine and predictable: the deskilling of the service desk role – with staff expected to follow set rules, scripts, and procedures; and automation of the first point of contact through self service. However, the now prevalent low cost, script based service desk strategy is being disrupted by two customer support trends: Consequently, service desks need new approaches that allow them to deliver more appropriate IT support and a better customer experience. This white paper explains why service desk staff need to be empowered to use their initiative. Offering insight into how two relatively new IT support approaches – “Standard+Case” and “Intelligent Disobedience” – can help service desks to deal with non standard and unexpected issues. It also offers practical advice on how to establish the right environment for staff empowerment and outlines the required management approaches and operational changes necessary to support the empowerment. With knowledge management and automation still playing a big part in ensuring that support is delivered in an optimal manner.

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IT Management Adoption, Trends, and Challenges Survey

The Latest

Could Data Center Colocation Work for You?

What Rising Budgets Mean for IT Departments

Should You Have a Serverless IT Infrastructure?

Why You Need to Have a Data Protection Officer for GDPR Compliance

How Big Data and AI Help IT Managers