It was recently my pleasure to participate in a webinar hosted by one of our North American partners, KOHO Software. I would like to thank KOHO for organising the event (linked below), in which a selection of top IT service and asset management vendors each had a short time to position their solutions to an … Continue reading Webinar recording – ITSM and ITAM Process Glue
Some organizations tolerate siloed elements of infrastructure management if they can see that individual silos are performing well. So the additional benefits that could accrue from creating connections are sacrificed to avoid disturbing the smooth running operations in each silo. Breaching or tearing down the silo walls will only happen with leadership, from someone not … Continue reading An IT Asset Ecosystem: customer vision
IT infrastructure management. . . We have often asked questions on this blog about the sequence in which the components of IT infrastructure management get assembled. For example, whether the IT asset database comes first, whether license or change management is the next essential item. These questions reflect what we find in our customer base, … Continue reading Business Process Management: foundation for IT infrastructure management
HelpDesk software and service level agreements (SLAs). The concept of service level agreements (SLAs) has received a lot of attention over the last decade. In part this was fuelled by the need to monitor the performance of IT service providers in outsourcing deals. When spending thousands, millions or billions of dollars to someone else to … Continue reading Creating Business Value through HelpDesk Service Level Agreements
Excuse me publicising a product capability, but I’ve realized we do not do this topic justice on the Web site yet. Many organizations now use VoIP to relay phone calls to their help desk analysts. Great value can be gained by providing the analyst with instant access to key data about the person or organization … Continue reading Integrating Issue Tracking with your VoIP Phone System
Just a brief note to report the feedback from the Vector Issue Tracker implementation team that we have successfully concluded another application of Issue Tracker’s power and flexibility in facilitating new business processes. The key factor in many projects recently has been real-time access to data held in the customer’s Great Plains database. It appears that … Continue reading Business Process Automation success with Great Plains