The Enterprise Service Catalog—Unifying IT Services for the Digital Age

While service catalogs are not new, they are becoming increasingly critical to enterprises seeking to optimize IT efficiencies, service delivery and business outcomes. They are also a way of supporting both enterprise and IT services, as well as optimizing IT for cost and value with critical metrics and insights. In this blog we’ll look at how and why service catalogs are becoming ever more important both to IT organizations and to the businesses and organizations they serve.

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The Real Reason Apple Users Are Treated Like Second-Class Citizens

(With apologies to Jeff Foxworthy) You might be an Apple user if…

  • You get blank stares from your IT department when you ask for SUS assistance
  • Your company help desk constantly “escalates” through at least four technicians before you get to someone who can actually solve your problem
  • You have to manually provision and update your own devices
  • You have to reformat Word documents so they are readable by your peers
  • You are stuck with aging devices because it’s too difficult to move your environment to something new
  • You’ve ever heard the words,

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Endpoint Management and Security – More Effective as Partners than Adversaries (Part 1 of 2)

The primary function of enterprise IT management is to empower end users with access to technology resources that will boost their productivity and job performance. However, this focus is at odds with the core precepts of IT security which are adopted to minimize the exposure of enterprise systems, applications, and data. I recall that in a number of IT operations management adventures throughout my career, > Read More

HEAT Software 1:1 iPad Education Program

Tips on Getting the Most Out of Your 1:1 iPad Education Program

There is no greater investment we can make in the future than to prepare our children to successfully navigate the challenges of tomorrow. Of course, predicting the workforce requirements of the future is a bit like trying to capture a fly with a cargo net—just when you think you have it, > Read More

Who Owns User and Customer Experience Management?

There is growing industry attention to user, customer, and digital experience management—often condensed by the acronym UEM for “user experience management.” This attention is more than justified, but most of the buzz leaves out critical questions like, “What is user experience management?”, “Who really runs (or who should run) the UEM show in the digital age?”,

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Best Practices for Innovating Through Cloud Technologies – Utilizing Public, Private, and Hybrid Cloud

Cloud computing can speed up deployment, reduce costs, and increase efficiency and connectivity. It can open up new ways to get computing work done, but more importantly, the inherent connectivity can change the way employees interact with each other and with customers. It can also change the way companies interact with suppliers and partners.

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User Experience Matters in Self-Service Provisioning

If you’re like me, you are increasingly becoming reliant on online shopping to replace the more arduous task of physical in-store shopping. I find this is particularly true during the holiday season when the idea of fighting traffic and elbowing crowds to desperately search numerous shops in order to find just the right gift for Aunt Phillis (who’s just going to hate whatever she receives anyway) gives way to the more idyllic setting of web-surfing multiple stores simultaneously from the privacy of your home while the dulcet tones of Nat King Cole playing gently in the background lull you into the holiday spirit (a little spiced eggnog on the side doesn’t hurt either).

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