Students Spend One-Third of Time Online - Make That Time Valuable


Academia is facing a tough transition from students learning primarily in the classroom to more faculty, staff and students engaging through online means. Making this time as valuable as possible to stakeholders means having an IT service management setup that can quickly resolve issues and make sure users are getting access to what they need, when they need it. The importance of ITSM investments in higher education is highlighted by a recent Intel Canada study that found that students spend one-third of their educational time online and do so using mobile devices.

According to the study, there are still significant questions about increased mobile device use in educational settings, but early evidence is leaving both teachers and students feeling like the technology improves key factors like engagement and collaboration. This is especially true as many educational institutions are facing larger class sizes and similar problems that can get in the way of traditional teaching methods.

3 Reasons CMDBs Are the Building Block for ITSM Success


Implementing a configuration management database can be a challenging and time consuming process, but the final result is well worth the effort that goes into trying to establish the relational database. A surface level investigation into what CMDBs accomplish provides a simple explanation for their importance - they provide insight into how different IT systems interact with one another. However, looking deeply at how CMDBs function will reveal that this relational functionality proves incredibly valuable as the foundation for more sophisticated IT service management strategies.

Three ways that CMDBs serve as a building block for ITSM plans include:

ITSM Practices Play Vital Role in HIPAA Compliance

Change management

The HIPAA and HITECH guidelines have been around for a while, both having a significant impact on how hospitals and other healthcare stakeholder organizations operate. However, like many other regulatory guidelines, these laws mandate the results that healthcare companies need to achieve, not always how they need to get there. 

This results in plenty of confusion and uncertainty about the technological solutions that are necessary to ensure compliance. According to a recent HealthIT Security report, policies and procedures often end up playing a critical role in ensuring IT teams are prepared to maintain compliance with regulatory standards.

3 Misconceptions About Problem Management

service desk.

Problem management is an incredibly important part of any service management strategy because it helps IT actually solve issues, not just get things back to a functioning state. This may not sound like a priority in every operational setting - sometimes it's easier just to get things running again and move on - but businesses are becoming more dependent on IT all the time and being able to actually solve problems is becoming critical.

The challenge with problem management is recognizing when you need it and how to use it for maximum effect. These issues are created, to a significant degree, because there are many misconceptions out there about the IT service desk module. 

3 Issues to Keep In Mind When Choosing a Service Desk

Service Desk

Choosing the right IT service desk for your business' needs used to be incredibly difficult. Implementing a new solution was the kind of commitment that could leave you tossing and turning at night. Integrating the service desk into the IT configuration, uploading all of the modules you plan to use, troubleshooting everything, training staff and getting everything running could take months or even years. And if you made the mistake of purchasing a system that was too big for your needs, you face the added issue of having some solution components become shelfware.

Those days are behind us. Modern service desk solutions are built to be easier to install, manage and upgrade based on changing demands. This completely changes the decision-making process, but it still isn't easy. Modern service desks create more potential for a return on investment by making sophisticated modules more accessible. As such, modern service desks decisions aren't as much about avoiding shelfware as they are about avoiding lost value through a poor selection.

IT Workers Increasingly Open to Operational Changes

Service Desk

The recession that began in 2008 and impacted the global economy for an extended period of time may have been good for IT. According to a recent study from Randstad Technologies, the recession pushed companies to become cognizant of how much they were wasting in IT and work to make operational changes that would streamline processes and maximize the value of IT workers. Besides furthering the careers of IT workers who would now have more responsibility, the move to improve processes led to better work environments in a variety of instances.

The recession had such a positive impact on process management in IT that approximately one-fifth of respondents to the study said that the recession was a good thing for IT. A Datacenter Dynamics story analyzing the study explained that there was a general consensus that IT workers are better off now than they were before the recession, but there is still more work to be done.

3 Misconceptions About Change Approvals

Change management

Establishing a Change Advisory Board or other method of approvals surrounding change management can be intimidating within the IT department. Technology teams tend to work in fairly defined silos in which they can trust the expertise of their co-workers and the expediency of their processes. Adding change approvals is frightening because it, on the surface, threatens to get in the way of this internal expertise and efficiency by getting outside parties involved. However, a CAB or similar approval setup actually delivers critical benefits that pay off for IT teams and the business as a whole.

There are many negative misconceptions surrounding change approvals, but a few that really get in the way of innovation are:

3 Trends Making Release Management Essential

release management

Change and Release Management go hand-in-hand in today’s busy IT Organization but a release focus often take a backseat in many operational settings. Maximizing efficiency requires that the release operations are not just an afterthought and a variety of technology trends are coming together to make this more important than ever.

A few of those trends are: