Project Management Services

By | May 22nd, 2017|0 Comments

The Top 7 Reasons Your Service Desk is Terrible

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 block when it comes to Service [...]

By | April 5th, 2017|1 Comment

Why Did You Buy It? 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 explore options outside of the pre-built content within [...]

By | March 29th, 2017|Comments Off on Why Did You Buy It? Getting The Most From Your Service Management Platform

ITIL, SLA, and Triage

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. When it couldn’t, it was worked [...]

By | March 23rd, 2017|Comments Off on ITIL, SLA, and Triage

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 women and men approach problem solving. This can [...]

By | March 10th, 2017|Comments Off on Men are from Mars, & Women Solve Problems

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. Understanding the root cause for the day to [...]

By | February 15th, 2017|Comments Off on How Do You Face Problems in Your Organization?

When You Speak, Who Listens?

Chances are, you’re reading this post from your phone or tablet. Technologies that were non-existent for our elders, and that have kept on growing to the point of being virtually a “requirement”, are everywhere. Who [...]

By | February 1st, 2017|4 Comments

ITIL – The ITSM Bible?

It has often been suggested that ITIL is the bible for IT Service Management. Indeed, there are some similarities. And also some differences! Consider the following: Many quote from the books, fewer have actually read [...]

By | September 1st, 2016|Comments Off on ITIL – The ITSM Bible?

Blog Series: Footprints how-to Easy Install Part 3: 3 steps before the install

PART 6. continued URIEncoding – Config tomcat server.xml. To ensure search operations in FootPrints Service Core work correctly Tomcat needs to be configured to support UTF-8 encoding of GET parameters. The following steps require editing [...]

By | August 17th, 2016|Comments Off on Blog Series: Footprints how-to Easy Install Part 3: 3 steps before the install

Blog Series: Footprints how-to Easy Install Part 2: 3 steps before the install

4. Install Java 8. Java 8 is required to be installed on the Application server. Java 8 must be installed prior to installing Tomcat and FootPrints. Instructions for installing the Java 8 JRE can be [...]

By | August 9th, 2016|Comments Off on Blog Series: Footprints how-to Easy Install Part 2: 3 steps before the install