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Tag Archives: ITIL
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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Benefits Change Management Brings to your Organization: Faster time to value
Innovation occurs with precision and understanding. Protection of critical business processes can be secured by reducing the risks and exposures to changes of the technology that automate and manage these business processes. Using composite technologies like a Configuration Management System (CMS) … Continue reading
Is there value to Change Management?
Change is usually something people generally avoid. It typically causes uneasiness for people, when they hear things are going to change. However, for various reasons change is a reality of businesses. New applications, hardware, outsourcing, or cloud adoption are actions … Continue reading
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
Is ITIL helping to innovate the business?
CIO challenge’s are many. Balancing the struggle to reduce the Total Cost of Ownership (TCO) and provide innovation for business growth continues to be top on the list. Can ITIL provide any help? Continue reading
Posted in CIO Solutions
Tagged 80-20 rule, CIO, IT innovation, IT Operations, IT support, ITIL, reducing TCO
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