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David Hurwitz

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Top Stories by David Hurwitz

Service management systems are IT's online face to the business. Sure, enterprise apps and personal productivity tools may be how users get their jobs done, but when someone in sales or marketing has a problem or needs something, they turn to the IT service system for satisfaction. They're often disappointed, leading to dissatisfaction with IT in general and widespread use of informal systems. Left unchecked, this unfriendly face can lead to elevated service resolution costs, extended cycle times, and frustration within IT itself, all the while leaving end users convinced that IT isn't a suitable business partner. Meanwhile back in IT, a process-based revolution has been declared. ITIL succeeded in defining IT service management processes in standard fashion, while shining a light on the need to become process-based. Activity-based approaches, ad hoc approaches, and... (more)

Deploying Change and Release Management Successfully

Over the last few years, increased reliance on IT systems has meant that Change and Release Management has made its way to the forefront of major organizations. However, as far as the end-user base goes, Change and Release can sink into the subconscious as a simple-to-use to-do list, which often conceals the complex processes performed by IT staff. Unfortunately, good Change and Release Management isn't that simple and most projects that support it can only be implemented with difficulty. If business users knew the reality of what goes on when they report a computer error, their ... (more)