New Definitions Added to the Ultimate ITSM Glossary September 1, 2015 No Comments

As noted here previously, there are numerous words, phrases, and acronyms which are either unique to the IT service management and ITIL world, or have a specific meaning within those contexts.

To help clarify these terms and concepts, Kinetic Data has compiled definitions for nearly 60 items in our ITIL – ITSM glossary.

ITSM-ITIL glossary - new terms addedBut the IT discipline is constantly evolving, with new practices, technology, concepts, models, trends and ideas being introduced. Reflecting these ongoing changes, four new entries were recently added to the glossary of ITSM terms.

DevOps

Few terms in the realm of ITIL and IT service management are as controversial to define as DevOps; there seem to be nearly as many definitions as the number of people trying to define it.

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Enterprise Collaboration Tools: Hammers in Search of Nails? August 25, 2015 No Comments

All but the simplest processes in an enterprise require collaboration of some type, whether it’s two co-workers writing a document, or a cross-functional group of employees developing an application or resolving a thorny technical issue in coordination with external vendors and partners.

Email or file-sharing tools are often all that’s needed for simple projects. But for complex situations, enterprise collaboration tools offer more sophisticated, specialized functionality for communication and task management.

Enterprise collaboration tools: best if used properlySo why is it that CIOs “can’t sell enterprise collaboration tools” within their organizations, according to recent CIO magazine piece? As Matt Kapko writes:

“Enterprise collaboration is a dubious pursuit. You can almost sense its impending failure the minute it gets introduced to a workforce and becomes just another tool that employees are supposed to use…

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Why High “Flow” Companies Will Win – And How to Become One August 17, 2015 No Comments

Have you ever found yourself so totally immersed in an activity that you lose track of time? Perhaps while putting together a puzzle, solving a complex problem, or heads-down in a hobby, you’ve become engrossed in the task at hand.

If so, you’ve experienced “flow,” the highest state of human performance and productivity.

Working in the flow stateThough the term originated in research by psychologist Mihaly Csikszentmihalyi and his 1990 book on the subject, Flow: The Psychology of Optimal Experience, the business world has only fairly recently recognized its potential for increasing employee happiness and improving the customer experience.

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How to Fix Costly Data Center Outages Fast August 12, 2015 No Comments

When any portion of an enterprise network or data center fails, restoring operation as quickly as possible is the top priority. For complex problems, immediately setting up a virtual war room using online enterprise collaboration software is the most effective approach.

Data center downtime is horrendously expensive; while cost estimates vary widely by industry, some of the most comprehensive research concludes the “average cost of data center downtime across industries (is) approximately $7,900 per minute” while “the average reported incident length was 86 minutes, resulting in average cost per incident” of nearly $700,000.

Image credit: CIO Insight

Image credit: CIO Insight

Furthermore, outages are occurring more frequently. In addition to the increasing complexity and scope of operating systems and core management and control suites, as well as hybrid cloud network infrastructures, leading causes of outages include:

  • Weather or power-related issues
  • Accidents or human error
  • Cyber attacks

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Learn, Network and Have a Blast – miniKEGs Coming to New York and Washington DC August 11, 2015 No Comments

Our fourth annual Kinetic Enthusiast Group (KEG) event in May was the biggest and best to date. IT professionals from government agencies, business enterprises, school systems and service providers from across North America and Europe came together to share stories of their success with Kinetic Data products and get a sneak peek at what’s coming.

To build on that success, we’re taking KEG on the road. We’ll host our first two miniKEG events on the east coast this week:

miniKEG events - August 2015miniKEG15 – New York

Tuesday, August 11, 2015

Connolly’s Pub & Restaurant – Times Square

miniKEG15 – Washington DC

Thursday, August 13, 2015

The Willard – Carr Workplaces

We’ll be taking IT to the streets, sharing our vision of service management success for our customers through enterprise request management (ERM) and business process automation.

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Happy Employees, Happy Customers, Higher Profit: How to Get It All With Proactive IT August 4, 2015 1 Comment

The link between employee happiness and business results is clear, according to recent research from the Russell Investment Group, Deloitte and others. Happy employees make for happy customers, leading to higher profitability and stock price.

Summarizing the studies in Forbes, Blake Morgan affirms that happy workers mean higher profits, noting “publicly traded companies in the Fortune ‘100 Best Companies to Work For’ list have gained an average 10.8% a year since 1998” (versus 6.5% for the DJIA and 5.3% for the S&P 500 over the same period).

How happly employees mean higher profitsShe further observes that “The same companies invest in employee happiness year after year. The rest continue to not invest. There’s a clear line between companies that get it and companies that don’t.”

While numerous factors impact employee happiness, a proactive IT support strategy can play a key role.

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Schneider Electric Energizes Employee Services with Smarter Request Management July 28, 2015 No Comments

Organizations constantly change: they add and drop product lines, acquire other companies, divest business units, and expand into new markets or countries.

The true measure of any enterprise technology is not whether it can merely adapt to such changes, but also enable continual improvement,  both operationally and in employee experience.

Schneider Electric call deflection savingsWhen Schneider Electric launched an initiative to upgrade its employee services request portal, it put its request management software to the test. Here’s the company’s story.

Schneider Electric is a global organization with more than 170,000 employees in 134 countries, supplying a wide range of business and residential energy products and services.

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Seven Key Factors to Consider When Selecting New Enterprise IT – from eWeek July 21, 2015 2 Comments

Buying new enterprise technology is an important decision, as good choices often stay in place for a long time (for example, IBM still has roughly 6,000 mainframe customers—including 355 of the Fortune 500). And bad choices can be extremely costly.

That’s why buying cycles often take close to a year, and involve half-a-dozen or more members on the selection team.

Key factors when selecting enterprise ITMany of the criteria are obvious: does the product meet functional requirements? Is it a good value? Does the vendor have a solid track record?

But there are equally important though less overt factors to take into consideration when selecting enterprise technology. A few months ago, a post here covered six questions to ask when choosing an IT vendor, from CIO magazine. Here are seven more decision criteria to use, according to eWeek—along with the answers you’d get from Kinetic Data.

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