Self-Service IT User Support – How to Decide If It’s For You

Self-service IT support; where instead of calling the Service Desk for IT support, the user consults a resource, wherein he finds the answer for himself. Seems like a good thing, doesn’t it? It’s not the way we have traditionally delivered Read More …

Managing Mixed Workloads with the RMAP Quadrant

The RMAP™ Quadrant is a tool for anticipating and managing mixed workloads. In a department providing both on-demand and scheduled output, staff resources must be committed to the entire workload, not just the noisiest, reactive element of it. Although RMAP Read More …

How to Modify ITIL to Accommodate DevOps

If an IT management idea could ever be said to be “exciting”, then perhaps DevOps is a strong candidate. But ITIL rules the roost. So how to Modify ITIL to accommodate DevOps and other elements of ‘Agile’ development? The basic Read More …