Joe Hertvik – BMC Blogs BMC Software Wed, 22 Nov 2017 13:21:43 +0000 en-US hourly 1 Joe Hertvik – BMC Blogs 32 32 Five Ways IT Ops Pros Can Avoid and Deal With a Crisis Thu, 02 Nov 2017 14:49:58 +0000 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 […]]]> What AIOps Products and Vendors Should You be Looking at? Wed, 25 Oct 2017 12:03:42 +0000 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 Operations. AIOps refers to multi-layered technology platforms […]]]> First Contact Resolution for Improved Customer Satisfaction Tue, 12 Sep 2017 14:30:21 +0000 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 […]]]> What Does a Service Desk Do that a Help Desk Doesn’t? Tue, 22 Aug 2017 08:30:42 +0000 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 […]]]> AIOps and the New IT Skill Sets Wed, 09 Aug 2017 19:57:25 +0000 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 […]]]> MTTR Explained: Repair vs Recovery in a Digitized Environment Fri, 28 Jul 2017 06:34:47 +0000 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, the rapid and continual changes that come with digital transformation […]]]> What Is AIOps? AIOps Explained Fri, 30 Jun 2017 03:04:37 +0000 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 […]]]> Competitive Benefits of Enterprise ITSM versus Ad-hoc ITSM Wed, 21 Jun 2017 06:57:13 +0000 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 strategy organizations and uncover some other competitive benefits the […]]]> Business Benefits of IT Service Management Thu, 25 May 2017 07:57:12 +0000 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 is […]]]> ITSM Frameworks: Which Are Most Popular? Mon, 24 Apr 2017 14:00:37 +0000 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 famous ITSM framework is the Information Technology Infrastructure Library […]]]>