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.

The Basics of IT Virtualization

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IT virtualization is the creation of a virtual—rather than a physical—version of an IT device or resource. Many people think of virtualization only in terms of virtual machines (VMs), where one physical machine hosts many VMs running different operating system implementations. It’s not uncommon for example, for a single Intel or IBM POWER system to … [Read more...]

Using Redundancy to Remove Risk from IT Ops

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Redundancy is good in Data Center (DC) design and management. I repeat. Redundancy is good in Data Center design and management. When doing just about anything regarding your Data Center, redundancy is your friend. Why is Data Center redundancy so valuable? Redundancy is a core concept when architecting and running a Data Center. Backup … [Read more...]

Building an IT Network for a Remote Facility

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Let’s assume your organization is expanding. It’s adding a new processing facility or distribution center. As the IT Operations (IT Ops) group, your job is to add this new location to your corporate network, so they can enter, process, and ship orders, as well as communicate with headquarters vendors, and customers. Where do you start, and how … [Read more...]

From Small to Big: Growing an IT Ops Organization

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It happens all the time in small-to-medium IT organizations: one person handles all the IT Operations (IT Ops) duties with occasional help from consultants. But change happens. And organizations often grow large enough through acquisition, organic growth, or going public, such that the existing staff can no longer handle the IT Ops workload. … [Read more...]

CapEx vs OpEx for IT & Cloud: What’s The Difference

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IT professionals generally have two options when it comes to procuring new equipment, capabilities, and software: they can obtain new capabilities and equipment as a capital expense (CapEx) or they can obtain them as an operating expense (OpEx). As many companies are shifting from a model of hardware and software ownership to a SaaS model, IT and … [Read more...]

Five Ways IT Ops Pros Can Avoid and Deal With a Crisis

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IT Operations (IT Ops) pros play three critical roles in an organization. They’re architects, builders, and heroes who save the day when things go wrong. They envision and help plan digital environments, build the infrastructure those environments run on, and fix aberrations before and after problems turn into crises. As they say in the Geico … [Read more...]

What AIOps Products and Vendors Should You be Looking at?

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MLC Automation Robots

Gartner recently released their Market Guide for AIOps Platforms, which discusses what the AIOps software marketplace looks like and how Gartner believes Infrastructure and Operations (I&O) leaders should begin implementing their AIOps deployments over the next five years. Why it’s important AIOps stands for Artificial Intelligence for IT … [Read more...]

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...]