A few years ago, I was sitting in a boardroom with a CIO who was tearing his hair out. His […]
ITIL 5 vs ITIL 4: Why “Digital Product Management” is the New North Star Read More »
It’s 8:15 AM on a Monday. You’ve just sat down with your first coffee, hoping for a productive start to
Stop Wasting Time on Firefighting: 7 Quick Hacks for a Better Problem Management Process Read More »
Greetings readers, Today I wanted to expose you to a term that you may not be familiar with. Stacking. I
In the introductory post on this topic, Enterprise Service Management: The Top 5 Things You Are Not Doing, I called out
Enterprise Service Management: Assessing Your Need for Cultural Change Read More »
There’s a term floating around the development world that the service desk can adopt. It’s called microservices. In the application
Bringing Microservices to the Service Desk Read More »
We all have received a crash course in the problems that may arise with a sudden shift to working remotely.
How to Create a Policy Statement for Work-at-Home Team Members Read More »
Often, it requires more than raw IT skills to deliver great IT support for customers and clients. Here, we discuss
How to Recruit and Hire Non-IT People for IT Roles Read More »
While some hacks are sophisticated, many more rely on gaining the trust of employees to gain essential credentials to compromise
How Cybercriminals Use Social Engineering to Access Sensitive Information Read More »
A leader in the IT service and support industry reveals that he identifies as autistic, and shares insights about what
I am a Neurodivergent Leader Read More »
In this second part of a two-part series, an IT service and support thought leader talks about his life with
Further Confessions of a Neurodivergent Leader Read More »