Joe Hertvik – BMC Blogs http://www.bmc.com/blogs BMC Software Fri, 16 Feb 2018 17:53:25 +0000 en-US hourly 1 http://blogs.bmc.com/wp-content/uploads/2016/04/bmc_favicon-300x300-150x150.png Joe Hertvik – BMC Blogs http://www.bmc.com/blogs 32 32 Building an IT Network for a Remote Facility http://www.bmc.com/blogs/building-an-it-network-for-a-remote-facility/ Thu, 15 Feb 2018 00:00:57 +0000 http://www.bmc.com/blogs/?p=11855 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, […]]]> From Small to Big: Growing an IT Ops Organization http://www.bmc.com/blogs/from-small-to-big-growing-an-it-ops-organization/ Mon, 08 Jan 2018 19:53:24 +0000 http://www.bmc.com/blogs/?p=11682 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. When this […]]]> CapEx vs OpEx for IT & Cloud: What’s The Difference http://www.bmc.com/blogs/capex-vs-opex/ Tue, 02 Jan 2018 16:58:12 +0000 http://www.bmc.com/blogs/?p=11660 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, […]]]> Five Ways IT Ops Pros Can Avoid and Deal With a Crisis http://www.bmc.com/blogs/five-ways-it-ops-pros-can-avoid-and-deal-with-a-crisis/ Thu, 02 Nov 2017 14:49:58 +0000 http://www.bmc.com/blogs/?p=11414 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? http://www.bmc.com/blogs/what-aiops-products-and-vendors-should-you-be-looking-at/ Wed, 25 Oct 2017 12:03:42 +0000 http://www.bmc.com/blogs/?p=11329 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 http://www.bmc.com/blogs/first-contact-resolution-for-improved-customer-satisfaction/ Tue, 12 Sep 2017 14:30:21 +0000 http://www.bmc.com/blogs/?p=11108 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? http://www.bmc.com/blogs/what-does-a-service-desk-do-that-a-help-desk-doesnt/ Tue, 22 Aug 2017 08:30:42 +0000 http://www.bmc.com/blogs/?p=11058 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 http://www.bmc.com/blogs/aiops-and-the-new-it-skill-sets/ Wed, 09 Aug 2017 19:57:25 +0000 http://www.bmc.com/blogs/?p=11013 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 http://www.bmc.com/blogs/mttr-explained-repair-vs-recovery-in-a-digitized-environment/ Fri, 28 Jul 2017 06:34:47 +0000 http://www.bmc.com/blogs/?p=10973 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 http://www.bmc.com/blogs/what-is-aiops/ Fri, 30 Jun 2017 03:04:37 +0000 http://www.bmc.com/blogs/?p=10819 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 […]]]>