With nearly 15 years of experience in the IT industry, Matt Cox is a lover of creating technical solutions and successful customers. As the Senior Director, Technical Operations, ITSM, he leads the talented team of ITSM solutions engineering, on-boarding, and support teams, working with customers of all sizes and across many different industries to create tailored service management solutions using ITSM and ITIL best practices. Fun fact—he once went hang gliding off a cliff in Ecuador.

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ITSM

6 Types of IT Assets Your CMDB Should Track

January 23, 2020

IT asset management (ITAM) and configuration management database (CMDB) are critical components of a service desk, playing a key role in how inventory within an organization is tracked and managed. Asset management tracks and reports the value and ownership of all assets throughout their …


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ITSM

The Growing Value of IT in the Business

December 26, 2019

Technology is a driving force in today’s business, regardless of industry. It’s how we connect to others a few feet away or across the globe—serving as a vehicle for communication that can spark creativity. Employees use smartphones and laptops nearly every part of the …


7 Steps to Automate IT Service in 2020

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ITSM

7 Steps for Service Desk Automation in 2020

November 15, 2019

These days, it’s difficult to give a unique presentation on service desk automation. Everyone talks about it. Much of the discussion is “pie in the sky.” When the team asked me to present on this topic at a recent ITSM summit, I wanted to …


ITSM and IT Operations

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ITSM

Employee Experience Dynamic Duo: ITSM and IT Operations

November 5, 2019

Technology’s prevalence and our dependence on said technology in the workplace is only growing. It should come as no surprise then that in a recent survey of SolarWinds global customers, more than half* said that organizational leadership views IT as “very important” when it …


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ITSM

What Is Change Management? A Quick Overview for ITSM Pros

September 19, 2019

IT pros around the globe are increasingly embracing a more agile approach to service management. With that comes the need to audit the way your organization implements changes. Because your IT landscape is changing as technology continues to evolve, analyzing the changes made at …


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Security

6 Risk Management Best Practices You Can Implement Today

August 29, 2019

Understanding risk management (and why it’s important) as I highlighted in my last post, Why Risk Management Is Critical to Your IT Infrastructure, is essential as you begin to plan a course of action. In this post, we’ll continue to explore risk management, and …


essential It asset management checklist

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ITSM

The Essential IT Asset Management Checklist

August 28, 2019

As one of the 34 practices outlined in ITIL 4, IT asset management (ITAM) is one of the most practical undertakings your IT department can carry out this year. While asset management involves simply taking inventory of hardware and software assets and using this …


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ITSM

Why Risk Management Is Critical to Your IT Infrastructure

August 23, 2019

Picture this. It’s late 2006, we’re on the verge of the 2008 economic collapse in the United States, and an investment bank makes a strategic move. Their data models show unexpected losses for two weeks, and a decision is made to hedge their subprime …


AI machine learning

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ITSM

Putting AI Machine Learning to Work For Your Business

June 6, 2019

AI and Machine Learning for Businesses The future we were promised may not have arrived in the form of jet packs, hover cars, and replicators (well, not yet, anyway), but in more subtle ways, the future we were promised has actually already been here …


Agile IT Service Desk

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ITSM

3 Ways Agile IT Can Improve Your Service Desk Business

May 7, 2019

Agile ITSM and the Agile Service Desk Up to this point, Agile IT has been mostly confined to the world of software development. Well…that is changing. Simply put, Agile has proven too valuable to be excluded from any area of IT (and across the …