by Holly Pennebaker | Sep 14, 2023
The life of an L1 engineer … receiving all the tickets, providing all the IT services, and interacting with all the stakeholders. Tickets, like requests for access to an application or system, account unlocks, onboarding and offboarding employees, and more...
by Holly Pennebaker | Aug 24, 2023
User expectations — those of employees and customers alike — are turning up the heat for businesses and their IT departments. Could the demand for nonstop, fast, and basically flawless digital services be any higher? Service Level Agreements (SLA)s...
by Holly Pennebaker | Aug 22, 2023
Organizations lean on IT as the foundational force for helping the business succeed, even more so when stakes are high, and the future is unpredictable. Considering the countless tasks and processes carried out in IT, automation is no longer a nice to have. It’s a...
by Holly Pennebaker | Jul 26, 2023
Automation is gaining more power every day, as organizations realize how IT processes directly impact the business and can help it grow … or, hold it back. We’re seeing a staggering climb in task-related demands for IT service management (ITSM), as volumes of work...
by Holly Pennebaker | Jul 25, 2023
More than three decades have passed since Stephen R. Covey made the world highly effective. His 1989 bestseller, The 7 Habits of Highly Effective People, inspired just about everyone. How could anyone pass up the chance to become highly effective by...