Problem-solving in many university IT departments can feel like a game of Whack-a-Mole--rushing to address random incidents with no time to investigate the bigger picture. Kriss Dinkins knows exactly ...

Change management is among the most complex and challenging processes Global 2000 organizations face. Indeed, many IT service quality problems can be linked directly to poor change-management ...

IT management experts say the time has come to define a new role within the IT department: Problem manager. “Even if you have full automated IT management, you still need a person that can comprehend ...

Ever stay awake at night wondering about the cost of network downtime? In 2004, Infonetics Research put that figure at 3.6% of a company’s annual revenue. After studying more than 80 large ...