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Feed your bots the right things
20November
SERVICE MANAGEMENT, SIAM, SMAAS

Feed your bots the right things

Chatbots will only be successful if they are based on the right type of content. Your current content will likely be not the correct type of data your bots need.

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Meet EU GDPR requirements with Bomgar
SERVICE MANAGEMENT, SMAAS, SECURITY

Meet EU GDPR requirements with Bomgar

With the fast-approaching enforcement of GDPR going into effect 25 May 2018, organisations need to be prepared to meet the new standards to maintain data privacy.

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Adopt a CMDB today! A step by step guide to CMDB Implementation
13October
SERVICE MANAGEMENT, SMAAS

Adopt a CMDB today! A step by step guide to CMDB Implementation

Do you break out into a sweat just thinking about Configuration Management and CMDB? I know the effort can seem overwhelming, but don’t fear.

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Gartner Nexthink is all the Hype!
SERVICE MANAGEMENT, SMAAS, SIAM

Gartner Nexthink is all the Hype!

IT support and service is evolving. As noted by Data Center Knowledge, application performance monitoring (APM) solutions are now rapidly transitioning into what research firm Gartner calls “Digital Experience Management” or DEM.

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Why 2017 is the Year that SIAM Gets Serious
SERVICE MANAGEMENT, SIAM, SMAAS, SECURITY

Why 2017 is the Year that SIAM Gets Serious

Service integration and management (SIAM) is a management approach that has evolved over the last decade and is now rapidly growing in popularity. But what is it? How can you benefit from it? And most importantly, why should you care? In this article, we’ll tell you the SIAM basics and why 2017 is set to be the year that SIAM gets serious.

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Sourcing Requires Cooperation
SERVICE MANAGEMENT, SIAM, SMAAS, SECURITY

Sourcing Requires Cooperation

Cooperation is attractive if both parties benefit from it, without having to make big investments or adjustments to their working methods. How do you swiftly get to an effective cooperation?

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Are you Vulnerable to the WannaCry Ransomware?
SERVICE MANAGEMENT, SIAM, SMAAS, SECURITY

Are you Vulnerable to the WannaCry Ransomware?

There’s a very high likelihood that you are vulnerable to WannaCry (WCry) and you don’t even know it. This ransomware is spreading across many organizations’ desktops and servers around the globe faster than the plague and impeding on di?erent business functions.

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Is the Promise of the Digital Workplace Falling Short?
SERVICE MANAGEMENT, SIAM, SMAAS, SECURITY

Is the Promise of the Digital Workplace Falling Short?

By integrating all the tools and technologies that employees use to get their work done, IT leaders that are making the move to the digital workplace are gaining unprecedented advantages over their competitors.

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Fashionable Service Management
SERVICE MANAGEMENT, SIAM, SMAAS, SECURITY

Fashionable Service Management

We need an architecture for that: something that defines who we are, what we stand for and how we are organized. The IT4IT standard helps you with establishing a solid architecture for your IT organization. It uses a value-oriented approach and starts with a fundamental question: why do we exist? What is our added value for our customers?

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Ensuring the Health of Endpoint Devices
13February
SERVICE MANAGEMENT, SIAM, SMAAS, SECURITY

Ensuring the Health of Endpoint Devices

Over the years, I have heard many analogies used to explain how the typical IT department functions and how they would like to function in an ideal world. The analogy that resonates best for me is the comparison of practicing medicine to that of the IT discipline.

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When your ITSM solution becomes the Lernaean Hydra!
SERVICE MANAGEMENT, SIAM, SMAAS

When your ITSM solution becomes the Lernaean Hydra!

3 golden tips to manage your ITSM solution; These changes mostly have a positive outcome, but what you would like to avoid is a 9 headed monster to be the entrance to your underworld (your IT department): a complex, user-unfriendly, non-maintainable application, with a huge impact risk and possible downtime or service degradation when only performing a small change.

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The US elections and the real IT experience
23November
SERVICE MANAGEMENT

The US elections and the real IT experience

Last week I was watching one of the discussions around the polls for the elections in the US. All polls, except one, showed that Hillary Clinton would win the elections. But she didn’t as we all know. Only LA times had it right. Why?

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The MED of reporting
11November
SERVICE MANAGEMENT, SIAM, SMAAS

The MED of reporting

One area of service management could really use the introduction of MED: Reporting. Over the years I have seen zillions of dashboards featuring the most exotic metrics one can think of. More data suggests more insight, but this is rarely true.

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Zombie service management - Do you want to be effective or productive?
07October
SERVICE MANAGEMENT, SIAM, SMAAS

Zombie service management - Do you want to be effective or productive?

ITIL tells us that we should classify incidents; and if you want to classify then you need a classification. This has given rise to the most ingenious incident classification systems, main categories, sub categories, sub-sub categories and sub-sub-sub categories. With incident registration (or incident closure) you then need to say that your incident is of the category “PC->Laptop->hardware->mouse” or “mail->mailbox-> storage”. And at the end of the month the service delivery manager makes a nice little report with the incidents per incident category and everyone’s happy, right?

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What keeps a CIO up at night?
08September
SERVICE MANAGEMENT, SMAAS, SECURITY

What keeps a CIO up at night?

It is common practice to use the mentality of “nice to haves” vs. “must haves” when making decisions. But when making lucrative decisions about what kind of tools to bring on board to enhance your network’s security, there are many “must haves” that any CIO or IT administrator would want to take into consideration.

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How magical is the magic quadrant?
SERVICE MANAGEMENT, SIAM, SMAAS

How magical is the magic quadrant?

‘We only want solutions that are in the Magic Quadrant on our shortlist’, a customer answered to my question how they came up with the candidates for replacing their current ITSM tool. Now I love bold statements but I love challenging them even more. So a simple next question was: ‘Why?’

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Your Flight Disruption Has Been Extended
12August
SMAAS, SERVICE MANAGEMENT, SECURITY

Your Flight Disruption Has Been Extended

Last week Delta Airlines suffered a much publicized systems outage that caused a flight disruption for thousands of travelers. The culprit appeared to be a Georgia Power outage, although Delta has since taken ownership of the disruption.

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Using Analytics to Master Your Office 365 Migration
SMAAS, SERVICE MANAGEMENT, SECURITY

Using Analytics to Master Your Office 365 Migration

Endpoint and user IT analytics provides unique real-time insight to help reduce Office 365 project planning and implementation costs, proactively detect issues and ensure anticipated project benefits are realized.

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Why looking at pictures when you can watch a live movie?
SERVICE MANAGEMENT, SMAAS, SECURITY

Why looking at pictures when you can watch a live movie?

Addressing the issue demanded a change in perspective: Instead of seeing IT as a top-down effort we flipped the lens and made end-users the fundamental piece of the puzzle. Since they’re ones on the ground using the technology you’ve purchased and installed, it’s their behavior which determines the ultimate success or failure of your investment.

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How to Create a Successful NoOps Team
SERVICE MANAGEMENT, SMAAS

How to Create a Successful NoOps Team

DevOps aims to resolve these conflicts by getting developers and Operations to talk to each other and make the whole process more cohesive. Aligning the teams just makes good sense. Create one team with one mandate: ship, implement, test and deploy quality software fast. Great teams were doing this long before the term DevOps was coined.

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What do these companies have in common?
SERVICE MANAGEMENT, KCS, SMAAS

What do these companies have in common?

It always feels good to see RightAnswers's clients recognized for the great work they are doing every day. We know the challenges of incorporating change into an existing environment, whether it’s in new processes, technologies or relationships with your customers. But to attain new levels of success, change is necessary. Great success is around the corner for everyone to achieve if they embrace the need to incorporate change.

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Six Stages of the Business Continuity Management Lifecycle
SERVICE MANAGEMENT, SIAM, SMAAS

Six Stages of the Business Continuity Management Lifecycle

The business continuity management lifecycle begins long before an incident. It starts with pre-incident planning, which includes mitigation and preparation. Here are six key steps to prepare for and recover from disasters and critical incidents.

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CIOs: Your Efficiency Equation for 2016
SERVICE MANAGEMENT

CIOs: Your Efficiency Equation for 2016

Ninety percent of CIOs admit they cannot detect issues experienced by end-users, and more than 50% of incidents are not reported to support teams, according to a recent Forrester study. The result? Most of these end-user issues are never resolved, negatively impacting the efficiency of both IT departments and the business as whole. How can CIOs manage end-user variables and solve the efficiency equation?

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Zombie Service Management – Get rid of your C.Y.A.  procedures.
SERVICE MANAGEMENT, SIAM, SMAAS

Zombie Service Management – Get rid of your C.Y.A. procedures.

Responsibility is not just about what you have done, but also what you have not done. And what you as being responsible for service management absolutely must do, is track down all zombie procedures that lay ownership with everyone and thus no one and then unrelentingly and mercilessly wipe out these procedures.

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Creating a More Agile, Proactive Organization
KCS, SERVICE MANAGEMENT, SMAAS

Creating a More Agile, Proactive Organization

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Zombie Service Management: priority = impact x urgency
SERVICE MANAGEMENT, SIAM, SMAAS

Zombie Service Management: priority = impact x urgency

A service desk agent is constantly working against the clock: Taking new calls, registering tickets correctly, immediately trying to find a solution and if that fails, assigning the ticket to the appropriate team .... Thus you don’t want to give a service desk agent any choice overload.

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Top 12 pieces of sage advice from One IT Pro to the Next
SERVICE MANAGEMENT, SIAM, SMAAS

Top 12 pieces of sage advice from One IT Pro to the Next

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Communication Still Presents Challenges for IT Professionals
28April
SERVICE MANAGEMENT, SMAAS, SIAM, SECURITY

Communication Still Presents Challenges for IT Professionals

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Behind the Front Lines: Extending End-User Perspective
20April
SERVICE MANAGEMENT, SMAAS, SECURITY

Behind the Front Lines: Extending End-User Perspective

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How Remote Support can Reduce Volume for the Service Center
14April
SERVICE MANAGEMENT, SMAAS, SECURITY

How Remote Support can Reduce Volume for the Service Center

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