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…

Why cloud services are making Problem Management more difficult and perhaps a little easier too

Speed and technical agility are hugely helpful to business functions that must operate quickly.  When serious setbacks occur, this speed can cause big issues for problem managers tasked with finding out “what happened” and “why it happened”.  Learn More

Where can the IoT deliver the most value in your organization?

The pressure to add IoT sensors results in streams of information with little value. Five key actions to setting priorities about the digitizing processes should build specific value streams and improve customer satisfaction. Five key actions can help you move ahead strategically.

Experiential Training Meets Growing Demand for Problem Solving Skills

With employees stretched thin in most organizations, experiential training programs can quickly build the problem solving capabilities—now in high demand as IT invades every aspect of business—by engaging learners with activities that use new skills during training.

6 Tips for Providing Service Assurance When Using Cloud Services

Cloud services are reaching a point where any business simply expects consistent uptime. Businesses must expand their cloud-assurance techniques to ensure their provider is delivering the agreed service and allowing you to deliver an appropriate level of service to your customers.

Mapping the support organizations path to proactive problem management

The risk-management benefit of proactive problem management is self-evident. It isn’t even necessary to quantify the returns to see the value in preventing major incidents before they happen. So why isn’t every organization committed to this?

Better Living Through Simulations: In Praise of Digital Modeling

Simulations helped to get Neil Armstrong to the moon in the 60s. Today their widespread use is supporting myriad innovations and improvements. With software advances and a growing appreciation of their value, simulations are supporting distinctly “human,” high-demand capabilities like critical thinking and problem-solving training.  

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