Is now the time for a Service Management Initiative?

Is now the time for a Service Management Initiative?

Yes, I’m still alive. Very sorry I have not posted in a long time.(or as we say here in Boston ” a wicked long time”) As many…

Real cost savings in IT spending

Real cost savings in IT spending

IT savings is all the rage here in the States. With budgets tightening and falling stock prices everyone, and I mean everyone is looking for ways to…

Don’t underestimate the infrastructure

Don’t underestimate the infrastructure

We all would love to live in a world where extremely complex and sophisticated technology was just simple and easy. Commodity IT, where I can just turn-on…

Service Outage Avoidance – The mother of all metrics

Service Outage Avoidance – The mother of all metrics

In my role at Vigilant as both a consultant and an executive I have had the opportunity to interview hundreds of operational IT managers and directors. In…

Customers – Are they always right?

Customers – Are they always right?

So you finally get a chance to look at your customer surveys. Disappointingly after all the coaching and training and process around your service desk, your customers…

Service Catalogs are the key to demonstrating Value

Service Catalogs are the key to demonstrating Value

What is a Service Catalog? Simply put it is system or documentation that allows people to preview the services they can obtain from you and the expectation…

SLA’s why are they needed?

SLA’s why are they needed?

Service Level Agreements – SLA’s. For those who have been able to develop them with metrics that are meaningful and achievable, they love them. For everyone else,…

The Art of Triage

The Art of Triage

To many, troubleshooting seems to be a gift that either you have or you don’t. For instance, my father is a mechanic. When he owned his own…

Performance Engineering Tips – A solid plan leads to better results

Performance Engineering Tips – A solid plan leads to better results

Creating a performance plan has many challenges, creating a realistic load test has to be one the greatest. Load and performance testing is many times seen as…

Why are we still fighting fires?

Why are we still fighting fires?

“We have spent so much money on monitoring tools and consulting, why are we still fighting fires?” I heard this from a recent prospect. The simple answer…