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...]

Top 5 Service Desk Metrics

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Two oft-repeated business maxims state that 1) You can’t manage what you don’t measure and 2) if you can’t measure something, you can’t improve it. These sentiments apply beautifully to Service Desk management and the virtuous cycle that’s created when an organization implements an Information Technology Service Management (ITSM) system using an … [Read more...]

Job Scheduling vs Workload Automation: What’s The Difference?

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Most IT managers understand the differences between job scheduling and enterprise workload automation software, so there’s no point in explaining it further, right? The problem is that even though you may know the differences, others may not. And at some point, you’ll probably have to explain those differences to someone else, such as a … [Read more...]

3 Benefits of Implementing ITSM via ITIL

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While Information Technology Service Management (ITSM) is prevalent in larger organizations, other organizations are still looking at implementing ITSM and haven’t taken the plunge yet. Chances are good some of those same shops have created their own do-it-yourself (DIY) service delivery models over the years, and they don’t see the value in … [Read more...]

IT Risk Management Framework & Process for ITSM Environments

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Dealing with risk is an important part of deploying new services in an IT Service Management environment (ITSM). IT risk can occur in several areas during service delivery, including operational, legal, and financial risks. Besides minimizing problems in service delivery, many government and regulatory agencies also routinely review … [Read more...]

Data Center Tiers: What Are They and Why Are They Important?

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When dealing with Data Centers (DCs), it’s helpful to understand what Data Center tiers are and how they affect IT organizations. Here’s a brief overview of what a data center tier is, what data center tiers tell people about your data center, and why they’re valuable to have. What is a Data Center tier? Data center tiers are a standard … [Read more...]

What IT Tier 4 Support Means For You

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In our earlier blog post on IT Support levels, we defined a typical IT support organization as being organized around the five support tiers listed in Table 1. While Tier 0 through Tier 3 IT support builds on itself and provides an escalation and resolution process for troubleshooting and fulfilling service requests, Tier 4 is a different … [Read more...]