5 Common Misconceptions About Root-Cause Analysis

Those who are not familiar with Root Cause Analysis might easily overlook the dramatic benefits it offers for fear that it is a complex and difficult process. 

 

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How cloud services are driving supply-chain efficiency

A core problem of supply-chain management has been knowing the location of your products at any point in the process. Cloud-based systems provide you with this information in real-time, on-demand.

 

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Best Practices in Post-Incident Reviews: Dramatically Improve Incident Response

These best practice approaches to post incident reviews avoid the “blame game” and support continuous improvement. Lessons learned in PIRs can help incident management teams resolve future incidents more effectively.

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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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How Critical Thinking Will Save Civilization

In our increasingly digital workplace, employers are unified in seeking employees with a certain skill that is increasingly valued, now and in the future. Critical thinking skills can be learned and improved to meet the challenges of the “Fourth Industrial Revolution.”

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If training is the answer, what is the more important question?

The best-practice approach to maximizing ROI on problem-solving training is a program that not only teaches new skills but also includes a plan for integrating and supporting new skills and tracking the program’s success as it rolls out in the organization.

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Incidents and Problems – Opposite Sides of the Same Coin

To achieve high levels of service excellence incident and problem managers must work together as a team as part of an end-to-end support process.  

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Developing a risk mitigation discipline in IT Change Management Part 2

In a recent post, we introduced the subject of mitigating risk as a discipline in IT Change Management. We proposed applying a triad of dimensions to assess risk: The probability of a problem arising, the likely impact of that problem, and the ease of recovery if the problem occurs.

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A Continuous-Improvement Mindset Prepares You for the Unknown

Continuous Improvement is more than an ongoing effort to improve products, services or processes. A continuous-improvement mindset can focus energy and attention on taking structured action in the face of unexpected change.

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Developing a Risk Mitigation Discipline in IT Change Management Part 1

The change management process in IT organizations has two main goals: to maximize the effectiveness of change implementation and to manage risk to the business. IT teams create and enforce these processes following frameworks like ITIL®. The governance that stems from this approach has made organizations very reactive. Traditional processes are too slow for today's level of change and innovation.  

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