Service and Support, long the beaten down step-child of any industry, has taken no more public abuse and ridicule than in the world of Technology. In today's modern internet driven society, the presumed "elite" are those who can write code, de-tangle the inner workings of a UNIX kernel, design and manage relational databases or architect a global W [Read More]
It seems that in the course of one’s life, there are individuals who inspire, guide, motivate and challenge you to push yourself past the realm of what you believed you were capable of achieving. You trusted them, you watched them in action, and you became dependent, without knowing, that these were the individuals who would set the bar for futur [Read More]
IT Support is a vital element of any technology organization to get right. The problem is that this role's true strength is not in core technology elements. The true value and power of an effective IT Support professional is his or her "Soft-Skills". Communication, organization, stress management all valuable skills that are not thought of as be [Read More]
MORE ARTICLES
I found an article on line that was in many ways demonstrating a revolutionary approach to Release Management. That being a truly integrated release management proof-of-concept. Box.net, the company behind the iPad application and Cloud-based service with the same name, decided to not simply propose a solution to their client, D7 Consulting, but also to demonstrate, hands on, the benefits to their product utilizing state of the art technology by providing not just the application but the har [Read More]
View Comments Tags: Box.net, Business, E-Commerce, IPad, IT service management, Management, Subject matter expert, Technology
My experience in IT Service Management has been with large, global organizations either driven by fast moving global markets or supporting highly complex infrastructure and application sets. It is easy in these types of environments to forget the main purpose of technology support. When things break, it is usually all-hands on deck. Needless to say, it is a highly reactive environment. These types of environments suck technologist in to becoming focused soley on the technology rather than th [Read More]
View Comments Tags: Information Technology, IT service management, Management, Motivation, People Management, Strategic management, Technology, Value
The word of the day boys and girls is "INVESTMENT." In the implementation of an ITSM strategy for an organization, it always seems to be that the initial strategy by technology leadership is to look at investment focused on bringing in external resources. I would argue that maybe this is not the single smartest approach. Now, I am not implying that the role of a consultant is without value or merit. What I am saying is that outsourcing the implementation of such a large shift of culture an [Read More]
View Comments Tags: Business, Consulting, Education and Training, HDI, Industry, Information Technology, Information Technology Infrastructure Library, IT service management, ITSM, ITSMF, Management, PINK ELEPHANT
To compare a "Core" technologist to that of a general technologist will always garner the contempt between various IT fields. My background is in support for example. I love technology and make every attempt to learn about the technology behind the products I have supported. Now, further on in my career as an Incident, Problem and Crisis Manager, I have to know about all areas of the products and services that IT delivers to the Business, including the likes of Storage, Database, Applica [Read More]
View Comments Tags: Business, Information Technology, Leadership, Management, Politics, Soft Skills, Strategic management, Technologist, Technology
