HDI 2016 Conference & Expo: ITSM Growth

HDI 2016 Conference & Expo: ITSM Growth

ITSM Growth Technology is ever-changing. How has IT service management grown from the basics of hardware and software to strategic leaders? Hear from some of the speakers and influencers at HDI 2016 Conference & Expo about ITSM Growth. I had the honor of speaking with Inc. Radio at the recent HDI conference concerning customer experience […]

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How Do We Solve Problems in IT?

How Do We Solve Problems in IT?

Problems in IT Do you remember the television show Home Improvement? Tim “the toolman” Taylor had to have the most powerful tools and often super-sized his approach to solving household problems. I remember the episode when he supercharged the dishwasher. But his approach to solving problems and improving households represents something important for IT professionals […]

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Interview about IT and the Business

Interview about IT and the Business

What Do IT and the Business Need from Each Other? In this interview, I discuss what IT and the Business need from each other to thrive. The relationship between the business and IT is maturing now. IT needs to have much more opportunity to help with decisions within the business. I think it is important […]

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Corporate Workshop and Strategy Session, Turlock, CA

Corporate Workshop and Strategy Session, Turlock, CA

Corporate Workshop Engagement in Turlock, CA Invited out to Turlock, CA to teach two corporate workshops: Incident Management Primer and Change Management Primer. What I enjoyed most about these courses is that they had real practical approaches presented to the client. After the conclusion of the workshops, we then completed a strategy/design workshop to evaluate […]

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Drive Process Quality: Know Your Error Rate

Drive Process Quality: Know Your Error Rate

Mapping support processes is an important step in creating efficiency n your support environment. Through modeling of the current environment, we can compare what exists today, eliminate any unnecessary steps, and clearly define roles and responsibilities. Once the process is mapped and efficiency achieved, key measurement points within the process help management to measure process […]

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