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]
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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
When it comes to barriers in adopting ITIL as a means of managing a technology operation efficiently, it is often said that obtaining buy in from leadership is a "must have" or the "key to success." I want to dive into that for a second with some possibly outlandish observations.
In most organizations there are usually three different layers or tiers within a technology organization; Leadership/Upper-management, Middle Management and the Operational layer. Like almost anything with three la [Read More]
View Comments Tags: Business, Education and Training, Information Technology Infrastructure Library, Management, Non-commissioned officer, Organizational Change, Petty Officer, Technology
According to ITIL, Problem Management seems pretty clear cut; determine what the root cause is and work towards resolving it and removing it as a potential cause for Incidents going forward. This however is not always as clear cut as it may appear. With Problems that are generated from Incidents, you generally have a root cause identified or are given a playing field to begin in once the service has been restored via fixing the known root cause or implementing a work around.
The reality is [Read More]
View Comments Tags: Incident Management, Information Technology Infrastructure Library, Knowledge Creation, Knowledge Management, Problem Management, Problem Solving, Project management, Service Desk
There are mainly two core elements to technology: infrastructure and development. The deployment of these elements and understanding how they are leveraged together is key to any successful organization. Each contains various flavors of implementation that are fundamentally designed to service the business mission. Some provide competitive advantages while others are generally designed to keep the plant operating and are not unique to a specific corporate business process.
Infrastructure is th [Read More]
View Comments Tags: Business, Business process, Development, Dynamic Host Configuration Protocol, Ethernet, Infrastructure, ITIL, ITSM, Local area network, Network, System administrator
