IT Operations

Do IT groups really need to move to a software-defined environment?

Pay close attention to the competitive advantage levers in software-defined IT.

Consumers are fed up with ‘human-less’ customer service

Modern consumers are sick of bum support from cable and satellite TV providers, and the vast majority prefer talking to actual people over Twitter support or other online options, according to new research.

CIOs need to reconceive the process design for IT support services

How to improve business usersu2019 satisfaction and productivity.

Is outsourcing IT worth the compliance risk?

While the feds have certainly put hurdles in place to prevent abuse, outsourcing IT in a highly regulated industry like banking may very well lead to higher standards and quality outcomes.

12 difficult project manager interview questions to prep for

12 difficult project manager interview questions to prep for

Most project manager candidates can talk about their strengths and skills, but those who ultimately land the job are prepared to answer these difficult PM questions.

Should you outsource vendor management?

Outsourcing the management of outsourcers has been a controversial approach in the past, but the increased demands of IT service management may be too much for some IT groups to handle themselves.

7 questions to ask before implementing ITIL

Implementing an IT infrastructure library (ITIL) can help organizations trying to get a better handle on IT services and resources. But ITIL's just a framework. One size does not fit all. In fact, you might not need it at all Here are seven ques

Apple launches new @AppleSupport channel on Twitter

Apple's new @AppleSupport Twitter account provides basic tech support 15 hours day. The company quickly racked up more than 125,000 followers and posted 2,400 tweets during its first day.

Fear, Loathing and ITIL in Las Vegas

I know you've been on the edge of your seat waiting to find out what Martin Short has to do with ITIL/ITSM. The wait is over. I'm back from Las Vegas and I have an answer for you -- nothing.

How IT can help users help themselves

A high-quality, self-service knowledge base search can help users help themselves and ease pressure on your IT department.rn