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- Transforming Information Technology Service Management (ITSM) into Business Technology Service Management
- Too many processes? How much is enough?
- HR: 8 IT Help Desk Interview Questions & Answers
- ITIL Sleuth: The Case of the Missing Data Packets
- Embracing Co-opetition to Boost Success in Managed Services
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Author Archives: Tim Rochte
A great week at HDI 2012
This post finds me back in Orlando only a week after Nimsoft’s exciting fiscal year kickoff. But this time it is for one of the premier ITSM events in the country: HDI 2012 Conference and … Continue reading
The Future of IT Help Desk – Nimsoft
Technology and the IT help desk service industry have come a long way in the past two decades. As our computers, systems and devices evolve and advance, so do the people that help keep them running. It inspired us to … Continue reading
The Simpler Service Desk Part 5: Going SaaS? Avoid These Gotchas
The move to a SaaS-based service desk can help meet a vital mandate for simplicity. That doesn’t mean that the move is a guaranteed win, or that all SaaS offerings are right for your business. Continue reading
The Simpler Service Desk Part 4: Why SaaS and Service Management Make Sense
If you look at the history of computing in large organizations over the past 30 or so years, it’s hard to find a paradigm shift that’s been anywhere near as profound, or as fast. In just a few years, the cloud has become a de facto approach for many business and technology services. Continue reading
Posted in Modern IT
Tagged Cloud, ITSM, SaaS, Service desk, The Simpler Service Desk
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The Simpler Service Desk Part 3: Keys to Simplicity
Simple is good. At least, it’s hard to argue with the premise that simple is way better than difficult, cumbersome, or complicated. As outlined in our first post, for today’s organizations, simplicity isn’t something to strive for, it’s an expectation of users, and it’s a mandate for the business. However, when it comes to simplifying the service desk, it hasn’t been so, well, simple in the past. Continue reading
The Simpler Service Desk Part 2: Adopting the SaaS Mindset
Make no mistake: service desk platforms support a critical endeavor. The important thing to keep in mind is that, even with this segmented supply chain, IT still remains the storefront for the rest of the business. Continue reading
The Simpler Service Desk Part 1: Why Simplicity isn’t a Preference, it’s a Mandate
With so much going to the cloud, the expectations, both for business users and executives, have changed completely. With SaaS, we can get new services up and running in days. IaaS resources are available on demand, this morning if need be. Our online collaboration is easy to setup and adapt, and it virtually always works the way we need it. Continue reading
IT Service Management: Centralize or Decentralize IT Operations?
We’ve worked with many IT organizations that grapple with the question of centralizing versus decentralizing operations. Depending on organizational size and structure, appetite for risk and the strength and influence of the IT governance framework, rarely is the decision … Continue reading
7 Service Desk Must-Haves
The IT service desk touches every aspect of a business. In addition to having access to a comprehensive view from a single dashboard, service desk professionals want an intuitive service management solution. It needs to allow them to … Continue reading
IT Help Desk’s Funniest Moments
Sometimes to survive as an IT Help Desk professional you need patience, good blood pressure medicine and…a little more patience. Keep reading to find some IT Help Desk’s funniest moments.