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Tag Archives: Matthew Hooper
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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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
Inforonis SupportCast Weekly – Episode 6: Service Level Agreements
SLA’s, Service Level Agreements, a term that makes most IT professionals cringe. Are SLA’s really our enemy? Some sort of stick to keep us in line, or are they a protection for us, allowing us to justify resources or increase … Continue reading
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