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Category Archives: End User Support
Mistake 2 when Fixing Major System Failures: Assuming…
Handling major system failure mistake number 2: Broad based assumptions without facts. “It’s probably the network” or “the server” or “the last code release”… or any other scapegoat. A systemic system failure that has been plaguing an organization is rarely … Continue reading
Posted in CIO Solutions, End User Support, IT Operations
Tagged CIO, incident management, IT support, ITIL, ITSM, Matt Hooper, Matthew Hooper, Problem Management, tech support
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Classic mistakes when handling critical incidents
‘It’s obvious that when a critical production system goes offline restoring the system back to operation is a mission worthy of focused resources. How many times have you sat in a meeting where ridiculous ideas are thrown around in a vain attempt to … Continue reading
Posted in CIO Solutions, End User Support, IT Operations
Tagged CIO, customer support, IT Operations, IT support, ITIL, ITSM, Matt Hooper, Matthew Hooper
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Inforonics Supportcast Weekly – Episode 4: Metrics, Metrics, Metrics
ITSMF, HDI, and other ITIL type organizations spend a lot of time teaching us about metrics. The reason is for us to continually improve our service we must know where to make adjustments. Inforonics Scott Taylor and Matt Hooper tackle how the 50 year old Outsourcer does it, and how they’ve learned to keep it lean and mean. Continue reading
Barriers to IT Transformation from operational to innovative.
For IT to be viewed as a forward thinking organization, they need to do more than tune support and reactive processes. They need to truly think about the services the business offers, and how end users are enabled to perform their job functions more efficiently. Self-service portals may not be the key, but self-service is definitely where IT needs to go. How do we get past the IT ego, politics and fear to make it happen? Continue reading
Inforonics Supportcast Weekly – Episode 2: Overhauling the phone infrastructure.
Changes in infrastructure always introduces some level of risk to your business. Whole sale swapping out your phone system is a HUGE risk. Listen in as your hosts Inforonics Scott Taylor, Support Architect, and Matt Hooper, CIO discuss how Inforonics switched to their Cisco VoIP phone switch, managed this risk and change to improve business outcomes and mitigate business impact. Continue reading
Inforonics Supportcast Weekly – Episode 1: Taming the Email Flood
Inforonics Supportcast Weekly Episode 1: Taming the Email Flood. How to handle 1,000′s of incoming support email with a limited support staff. Learn from ITIL certified experts inside perspectives in thies video and audio series. Continue reading
Posted in End User Support, Uncategorized
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