“Help Desk Software” Is A Lot Like Gaming

And Other Fascinating Thoughts About ITSM Software Considerations     I, am a gamer. I know, I know, not something you really care about.   But it’s true.   Now, many of you may also be gamers. Or fancy [...]

By | October 22nd, 2018|0 Comments

Change Management and the CMDB 

Over the past 5 years as an ITSM Consultant,  I've been involved in hundreds of customer engagements designing and implementing ITIL processes including  Incident, Change, Problem and Service Request Management.  While thinking about my subject [...]

By | October 16th, 2018|1 Comment

ITIL Foundations and Beyond

ITIL Foundations and Beyond In my job as a senior IT Service Management consultant, I have worked with over 400 companies—the majority of those I worked with claimed to be “ITIL Trained”.  Unfortunately, it’s rare [...]

By | September 27th, 2018|0 Comments

Maximizing Your Cherwell Services

Taking Cherwell Beyond Expectations Cherwell Service Management is a world class service management platform, with many features specifically designed to maximize configuration while minimizing the required technical knowledge to make said configuration changes. This ITSM [...]

By | August 20th, 2018|5 Comments

Enterprise Software

Catching Fish Or Enterprise Solutions? More In Common Than You Realize? If you fished as a kid, you probably baited a hook and dropped it in the water. When you got older though, you learned how [...]

By | August 13th, 2018|3 Comments

Enterprise Management

Enterprise Management Making The Connection I am consistently surprised, as a consultant, by the number of people, departments, and companies who decide that a service management tool can only be used for their IT (or [...]

By | July 10th, 2018|3 Comments

BMC FootPrints Service Core

BMC Software FootPrints Service Core It's Not Just For IT Service Management When organizations start reviewing their needs for an ITSM (IT Service Management) tool, generally the focus is on tracking Incidents, Service Requests or [...]

By | June 20th, 2018|1 Comment

Cherwell mApps

Leverage Cherwell Mergeable (mApps) To Promote Code You have spent months developing a new enhancement in Cherwell for your organization.  All your code is contained within hundreds of blueprints and you just received QA signoff.  [...]

By | June 11th, 2018|2 Comments

ITIL Problem Management Teams

Diversity Is Key There have been many types of research done by scientists, psychologists, sociologists, economists, and demographers that show how socially diverse teams (i.e.; a diversity of gender, race, and even sexual orientation) are [...]

By | May 22nd, 2018|5 Comments

ITIL Problem Management

ITIL Problem Management Primer Getting To The Root Of The Problem What is Problem Management? The objective of the Problem Management process, according to ITIL®, is: “To prevent problems and the resulting incidents from happening, [...]

By | May 10th, 2018|59 Comments