Since the 1950s—and even in today’s era of virtualization, cloud computing, and distributed...
Mainframe Blog
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...
First Call Resolution: #1 Service Desk & ITSM Metric...
In an ideal world, it might seem like there would be no need for service desk calls at all...
Transforming Our User Experience
What Is Good User Experience? Bad design is easy to see. It’s obvious at the ATM, in the...
ITAM 2015: The evolving role of the IT Asset Manager
In a previous post, we discussed the fact that IT Asset Management is underappreciated by the...