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Tag Archives: tech 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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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
Inforonics Supportcast Weekly – Episode 3: Outsourcing Support Risks
Outsourcing can be an effective way to optimize operations and leverage external disciplines. Yet, there are risks that could quickly outweigh the benefits. Inforonics CIO and Support architect openly discuss these risk in this weeks supportcast. 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
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