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Metrics That Matter – A Model For IT Decision Making

Many IT organizations mistakenly start their IT metrics efforts by looking at their monitoring and reporting tools and then backing into the metrics that those tools provide. Improvement focus then becomes limited to the tool sets available versus what is really critical to success. We’ve also seen the monthly IT service reports or web portal that few look at. They are frequently ignored because the metrics in them have little meaning or significance for the audience viewing them. There is opportunity to provide value to IT leadership by giving them the visibility to make timely accurate decisions using a metrics model that supports decision making.

Randy Steinberg by Randy Steinberg

High Velocity Service Management – Getting Lean With A Framework For Finding Waste

IT operates with a lot of inefficiencies. Presented here is a Lean framework to find out where these may exist in your organization. Use this framework to identify your efficiency opportunities and projects to address them. By tackling them in sprints or chunks of time you can greatly improve the efficiency of your operations and proactively move the ball towards high velocity ITSM.

Randy Steinberg by Randy Steinberg

ServiceNow Order Guides - Cascading Variables

The ServiceNow platform has so many features that it is helpful to revisit the oldies every now and then.  Join me for a quick rundown of Order Guides and specifically cascading variables!

John Hennen by John Hennen

Updating the anonymous chat record producer in ServiceNow

Anonymous chat is a useful feature especially in Customer Service Management scenarios.  When an anonymous chat is requested by a user they are presented with a custom record producer to gather initial information.  This post will review how to update that record producer and things to consider if you wish to do so.

John Hennen by John Hennen

Fix Transport Service Errors on a Fresh Installation of Exchange 2016

Recently, I was building out an Exchange 2016 environment for a customer to replace their Exchange 2010 installation. The new environment consisted of four Exchange 2016 Mailbox servers and two Edge Transport servers. I came across an interesting error on all of the new servers upon testing the server configuration.

Tyler Plesetz by Tyler Plesetz

What is a Service?

Let's talk about Services from the perspective of ITIL!

Nick Adams by Nick Adams

Dynamics CRM Field Service Mobile App: Resco No More

Microsoft has published a Field Service Mobile app, allowing customers using Field Service to move away from the previously required 3rd-party Resco mobile client and the managed solutions required for Resco and FieldOne.

Dan Fink by Dan Fink