IT is evolving from the daunting task of tracking inventory in spreadsheets to building a configuration management database (CMDB) into their service desk. The CMDB offers a host of benefits that set organizations up for long-term success, including promoting visibility into the organization’s IT …
Change doesn’t come easy for most. That is also true in the world of IT. While change management can be intimidating, it can produce valuable benefits to the organization when there’s a solid foundation for changes in place. Generally, changes fall into two buckets: …
One of the greatest challenges for IT departments in the age of digital transformation is consolidating data and creating opportunities for different systems to work together toward common goals. Technology integrations are a key piece of streamlining processes, and that’s especially true in the …
According to CIO, 96% of organizations were using the cloud in 2018. That’s a convincing number, which makes it surprising to hear resistance to the cloud from some of today’s business leaders. Common concerns may include data breaches, data loss, and faulty disaster recovery …
Oh no, the dreaded email server alert. There are few faster ways to ruin a systems administrator’s day. It’s not just diagnosing, working, and resolving the issue; it’s the inevitable bombardment of emails and update requests that are about to ensue. The countdown to …
You’re likely to receive a different definition of employee engagement depending on who you ask, but understanding how to apply it as an IT professional is critical. Essentially, it boils down to making sure employees have what they need, how they need it—with the …
In a competitive job market, keeping employees happy is a big emphasis for HR. The way they provide services can have a direct impact on retaining employees, but this is dependent on how well these processes are implemented. There are title changes, life events, …
Understanding the technology infrastructure you have is one thing, but what exactly does it mean? The terms discovery and asset management get thrown around a lot in the IT world. It’s important to understand what they mean and how they can work together. As …
Technology has changed a lot in a decade. Flashback to 2009 when smartphone adoption was still growing, and the concept of using a service desk to do anything in the office was a relatively foreign concept. While email may have dominated in years past, …
If you’re experiencing heavy workloads, an influx of tickets, and a shortage of service desk agents, you’re not alone. According to a recent SDI report, over 35% of service desks planned to increase their staffing levels last year. While staffing is an obvious way …
