IT departments today are faced with the challenge of maintaining their current service desk solution and at the same time extending these capabilities to handle a more comprehensive set of IT Service Management (ITSM) requirements.   Meanwhile, business sponsors, customers and partners are demanding new services and supporting infrastructure, which may exist in the form of virtual or cloud environments. This presents additional challenges for managing the extended infrastructure as well as providing […]

Service-desk, help-desk, call-center, IT-support. These are commonly used titles that, unfortunately, only describe a portion of the overall mission of the IT service support team. The fact is that support activities have grown in volume and complexity. Service level expectations have peaked at an “always available” level. And, supported services are now more complex than ever before, having morphed into a mixture of onsite and offsite components, externally hosted and internally maintained applications, […]

The Question for the day is; Where are you at within your IT organization in creating a seamless IT department?

Imagine two companies with two different portfolios, processes and cultures. Company A has settled into traditional silos, each with its own toolsets. The business and IT execu tive leadership at Company A views IT primarily in terms of overhead, as a cost center. Within this siloed […]