Joe Hertvik

Joe Hertvik

Joe Hertvik works in the tech industry as a business owner and an IT Director, specializing in Data Center infrastructure management and IBM i management. Joe owns Hertvik Business Services, a content strategy business that produces white papers, case studies, and other content for the tech industry. Joe has produced over 1,000 articles and other IT-related content for various publications and tech companies over the last 15 years. Joe also provides consulting services for IBM i shops, Data Centers, and Help Desks. Joe can be reached via email at joe@joehertvik.com, or on his web site at joehertvik.com.

First Contact Resolution for Improved Customer Satisfaction

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Whether you’re running a Help Desk or a Service Desk, one of the more important IT Support metrics to track is first contact resolution (FCR). First contact resolution is the percentage of incoming service calls that are resolved during the first interaction with the customer, eliminating the need for the customer or IT Support to follow up with a … [Read more...]

What Does a Service Desk Do that a Help Desk Doesn’t?

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Many long term IT professionals grew up in an IT Help Desk environment. But as organizations move towards IT Service Management (ITSM) environments, the focus has shifted to providing an IT Service Desk for customers and employees rather than a Help Desk. Which leaves many IT professionals questioning what an IT Service Desk is and how does it … [Read more...]

AIOps and the New IT Skill Sets

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In an earlier post, Seth Paskin and I answered the question "What is AIOps?" in the following way: “AIOps refers to multi-layered technology platforms that automate and enhance IT operations by using analytics and machine learning to analyze big data collected from various IT operations tools and devices, in order to automatically spot and react … [Read more...]

MTTR Explained: Repair vs Recovery in a Digitized Environment

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Performance measurement changes when your business undergoes digital transformation. Traditional service desk metrics work beautifully in pre-digital transformation environments that haven’t yet embraced cloud computing, rapid change, and the acquisition of new digital users, such as Internet of Things (IOT) devices and machine clients. However, … [Read more...]

What Is AIOps? AIOps Explained

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According to Gartner, IT Operations personnel (IT Ops) are in for a major change over the next few years. This change is driven by frustration with traditional IT management techniques, methods that enterprise IT Ops teams see as unable to cope with digital business transformation. Gartner predicts we will see a significant change in current IT Ops … [Read more...]

Competitive Benefits of Enterprise ITSM versus Ad-hoc ITSM

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In my last post, I discussed the difference in benefits and business drivers realized between organizations employing an Enterprise Information Technology Service Management (ITSM) strategy versus organizations employing an Ad-hoc ITSM strategy. Today, let’s look deeper at the differences between enterprise strategy ITSM organizations versus ad-hoc … [Read more...]

Business Benefits of IT Service Management

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Although it sounds obvious, Information Technology Service Management (ITSM) success lies in how you position your ITSM efforts in relationship to your enterprise. Two key questions to consider with ITSM are: 1) What are the driving forces behind your ITSM efforts? and 2) Does your ITSM implementation serve as a comprehensive enterprise strategy or … [Read more...]

ITSM Frameworks: Which Are Most Popular?

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Information Technology Service Management (ITSM) refers to all the activities, policies, and processes that organizations use for deploying, managing, and improving IT service delivery. Organizations generally use a pre-defined framework of best practices and standard processes to provide a disciplined approach to ITSM implementation. The most … [Read more...]

IT Cost Reduction Strategies: 6 Ways to Reduce Ongoing Costs

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In an earlier post, I looked at the simple but powerful idea that there is an inverse relationship between IT maintenance and management costs (M&M) and an organization’s competitiveness. This idea was reported in a recent Forbes Insights survey which noted that “Three out of four executives agree that the amount of time, money and resources … [Read more...]