When IT service desk metrics are chosen incorrectly, the effects are not always immediately...
Mainframe Blog
Advancing to the Future of Service Management – Part 2: Key...
In Part 1 of this series, I shared the core components for advancing to future-ready service...
Our Path to an Optimized L2 Service Organization
This is part 3 of a 3-part series exploring the implementation, refinement, and operation of an L2...
The BMC Support Organization
This is part 2 of a 3-part series exploring the implementation, refinement, and operation of an L2...
Why Do ITSM Implementations Fail?
IT service management is often viewed as a technology implementation that governs business...
Advancing to the Future of Service Management – Part 1:...
If you do not have a plan for future-ready service management in place, you probably should—it can...
It’s an Older (COBOL) Code, but It Checks Out
Overview: Updating existing programs is easier and more cost-effective than replacing them. But...
Customer User Feedback: The Keystone of the Agile Approach
As software companies compete in the race to quickly develop innovative solutions with better...