Why Your Tool Implementation Needs Organizational Change Management

You scoped out your requirements for that new ITSM tool, created a comprehensive RFP, received and reviewed the proposals from several providers and selected the best possible product. You selected a great implementation partner and [...]

By | January 17th, 2018|0 Comments

Why Do I Need Artificial Intelligence?

Mom and I have a running joke that concerns her mom, my Grandma Lawson.  I remember Mom getting her first Teflon skillet, a Christmas present from my dad.  Well, really what I remember is my [...]

By | December 12th, 2017|0 Comments


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 with customers. It seems obvious, but in [...]

By | September 28th, 2017|0 Comments

Have You Been Hacked?

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, for them. Odds [...]

By | July 26th, 2017|0 Comments

Setting Recurring Appointments that Generate New Tickets in FootPrints

Footprints Service Core - Platform 12.x | Versions 12.00 thru 12.1.06 Abstract: In FP v11, the system had the capability for preventive maintenance where you could create a calendar appointment and have that recur and [...]

By | July 6th, 2017|0 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|0 Comments

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|0 Comments

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|0 Comments

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|0 Comments