Technical Debt is minimized in a problem solving culture

As organizations update their technology to better serve customers, organizations can manage this debt by improving stability despite rapid change. With a problem-solving culture, the organization can anticipate, mitigate, resolve, and communicate solutions to problems. This increases stability and improves customer satisfaction.

ITSM: Tackling the Challenges Created by Tech Debt

Tech debt is a given in organizations struggling to improve IT systems to better meet customer expectations. ITSM can minimize the negative impacts of tech debt and improve stability by understanding the existing IT landscape and clarifying roles and responsibilities.

100 years of quality – 60 years of Kepner-Tregoe

The 14th of November is World Quality Day, mid-way through World Quality Month. The organizer of this annual global quality day, CQI (the Chartered Quality Institute), urges quality professionals to reflect on their achievements.


Skills for the future of work- Part II

The lack of available skills for the new workforce has the potential to derail the economic promise of the digital era. Forward-focused organizations must be able to accelerate skills acquisition if they are to adapt to the future of work.


Skills for the future of work- Part I

There is a global skills crisis on the horizon. Business leaders need completely rethink how to prepare their workforces - from anticipating the skills they will need, to providing an environment to help their people learn and apply new skills to ensure they have a workforce for the future.


Monitoring for Recurring Problems: A Critical Aspect of Effective Operations

Because it takes a significant effort to perform the level of analysis needed to find the root cause. What if it were possible to address recurring issues before they cause a failure?


Why Companies Don’t Have 100% Availability SLAs Today

Being competitive today means always having your services available to your customers. A true 100-percent availability SLA means your provider will do everything in its power to make sure your systems are always up.  Can this be a reality?

5 Common Misconceptions About Root-Cause Analysis

Root-cause analysis is a human endeavor and we all do it. Reconsider these common misconceptions about RCA complexity and expertise.

The Future of Work: It’s not about getting new skills, it’s about using them

Organizations often fall short when building high-demand “soft skills” like critical thinking and problem solving. Mastery requires a learning experience that includes opportunities to practice and use the new skills within the day-to-day work environment.

Enable Your Service Desk to Be Right the First Time

Your service-desk staff is the face of your IT organization. Giving them the skills to be more effective will increase customer satisfaction and make your organization attractive to do business with. Read more…

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