Blog

Ownership

Have Clearly Defined Processes And Who's Responsible This is one area that all of us must participate in at some point. As a services consultant and technical instructor, this is a concept that I cover [...]

By | September 28th, 2017|3 Comments

Have You Been Hacked?

Cryptocurrency and Cybersecurity The technology that is bringing us the ‘Internet of Things’ is bringing with it, those who would seek to use that technology against us and against itself… and, it stands to reason, [...]

By | July 26th, 2017|0 Comments

FootPrints Service Core – Platform 12.x | Versions 12.00 thru 12.1.06

Setting Recurring Appointments that Generate New Tickets in FootPrints Abstract: In FP v11, the system had the capability for preventive maintenance where you could create a calendar appointment and have that recur and create the [...]

By | July 6th, 2017|6 Comments

A Technology Timeline

Technology is evolving... every day and whether we like it or not, it has become a huge and necessary part of our lives. The advancements in the tech industry have been proven to make us [...]

By | June 26th, 2017|7 Comments

Project Management Services

Increase Your Success Rate

By | May 22nd, 2017|1 Comment

The Top 7 Reasons Your Service Desk is Terrible

Have You Evaluated Your Help Desk? In my 20 year IT career, as a former L1, L2, L3 and eventual Service Desk manager turned ITSM consultant, I’ve SEEN some things. I’ve been around the proverbial [...]

By | April 5th, 2017|34 Comments

Why Did You Buy Your ITSM Tool?

Getting The Most From Your Service Management Platform As more and more companies purchase new service management platforms, or make changes to their existing platforms, one thing has become quite clear. Companies are hesitant to [...]

By | March 29th, 2017|6 Comments

ITIL, SLA, and Triage

ITIL Compliance Or Proper Triage Methodologies? Ah, yes, the good ol’ days. A customer calls into the Service Desk, opens a ticket, the ticket gets classified and worked, potentially being resolved on the same call. [...]

By | March 23rd, 2017|5 Comments

Gender Roles In Problem Solving

Men are from Mars, & Women Solve Problems I do believe that women and men are equal; yet uniquely different.  One of the ways in which this difference is manifested is in the way that [...]

By | March 10th, 2017|6 Comments

Problem Management

How Do You Face Problems in Your Organization? In most organizations, Problem Management is an afterthought if addressed at all, however, it is a critical process to improve efficiency and overall service to your customers. [...]

By | February 15th, 2017|4 Comments