Mid- and large-sized IT support organizations typically have high volumes of tickets. In order to...
Mainframe Blog
Knowledge Centered Support: The Framework For Service Desk...
The Digital Revolution is creating huge opportunities for innovation and productivity in the...
What is the Rolling 4-Hour Average?
Why is the Rolling 4-Hour Average (R4HA) important? Why should you and I care? Developers, testers...
Mainframe MIPS: An Introduction
Since the 1950s—and even in today’s era of virtualization, cloud computing, and distributed...
How To Build an Asset Management Program: 7 Keys to Success
Over the years, I’ve worked with many organizations at various states of maturity and success with...
Db2 LOBs: Unstructured Data Management
We all know that IBM Db2 has been around for a long time and was originally designed to house...
How Digital Innovation is Driving the Modern Service Desk
A few weeks ago, I met with one of our large retail banking customers. During this meeting we...
Knowledge Management Strategies: Exploring the Long Tail
In 2007, Chris Anderson, then Editor-in-Chief of Wired, wrote a seminal article entitled The Long...