Fairfax County Public Schools Make the Grade with Improved Service Delivery

While no one enjoys having the “flow” of their work interrupted by a technology problem, that situation is especially vexing for teachers; a glitch can throw off not just their schedule, but that of the whole class.

Fairfax County Public Schools Improves IT Service DeliverySo when tech issues do occur, teachers need to be able to report incidents quickly, have confidence that the problem will be fixed promptly, and get back to their students.

Recognizing the challenges in the classroom, the IT staff at Fairfax County Public Schools first moved their services online in 2007. But this early system still relied on manual steps and paper-based approval processes.

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Webcast: The New Rules of IT Support and Service Management

What are the new “rules” in IT support and service management? Kinetic Data recently spoke with Eveline Oehrlich, VP and research director at Forrester Research, to discover her organization’s findings and predictions on that topic.

Happy employees make for happy customersIn the webcast Rewriting the Rules on Service Support & Management: Happy Employees = Happy Customers, Eveline discusses:

Queens Library Turns Page with Improved Service Management

Simplifying request management for employee services increases satisfaction and reduces costs in any type of organization—business enterprises, service providers, government agencies, non-profits, and entities such as museums and libraries, which typically rely on a combination of public and private funding.

Queens Library gets rave reviews for service request portalQueens Library in New York is one of the largest circulating libraries in the United States, with about 1,000 full-time employees spread across 62 locations, serving 2.3 million customers each year. Nearly 11.2 million people walk through the doors, and library staff answers nearly 4.4 million reference inquiries every year.

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Introducing Kinetic Core: The New Foundation for Kinetic Request

Kinetic Data’s director of products Kelly Heikkila is presenting “Kinetic Core — The New Platform for Kinetic Request″ today at the 4th annual KEG (Kinetic Enthusiasts Group) Conference. For those who couldn’t make it to the event in the Twin Cities, or just want to relive the session in blog format, here are highlights of the presentation.

by Kelly Heikkila

We’re excited to have the opportunity to introduce KEG attendees to the Kinetic Core platform and discuss what it means for the next generation of Kinetic Request.

Kinetic Core presentation at KEG 2015Our customers are doing great things with the current version of Kinetic Request—building out not only great service catalogs for IT, HR, Facilities and more—but also developing solutions that extend beyond the catalog. They’re creatively applying Kinetic Request technology in areas like:

  • Facility Check-Ins
  • Project Management
  • Light Inventory Management
  • Marketing Automation
  • Incident Management

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Should We Stop Calling it IT? The Case for Business Technology

Now that cloud computing and the consumerization of technology enable non-technical business process owners to address many of their own data needs—and digital technology is finding its way into a vast range of products (i.e., the Internet of Things) —is the term “IT” still useful and accurate?  Or is the abbreviation for “information technology” now too limiting, even counterproductive, in describing this function?

Should IT be renamed Business Technology?That’s the intriguing question raised by Robert Plant in a Harvard Business Review post. Plant writes that IT as a term “is no longer appropriate in a business context” and continues:

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The Enterprise Service Catalog: Expanding Beyond IT’s Origins

Every large organization—whether a university, business, non-profit, government agency, or other entity—develops processes over time to enable employees to obtain the products and services necessary to do their jobs. But too often, these processes vary based on the service needed, the department that provides it, or even the worker’s location. Employees are forced to navigate a maze of forms, online systems and request processes, leading to frustration and wasted time.

In an EDUCAUSE Review article, The Unified IT Service Catalog: Your One-Stop Shop, authors Tamara Adizes, Mark Katsouros, Reginald Lo, Simon Pride, and Karalee Woody, propose a unified service catalog as the solution:

Kinetic Data's internal ERM enterprise service catalog“A unified service catalog provides a single common framework and approach for delivering services across the institution — a one-stop-shopping approach that enables customers to efficiently submit their requests.”

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Six Questions When Choosing an IT Vendor – from CIO Magazine

Selecting a new IT vendor is about more than just checking off boxes for product features and functions. Functionality is important of course, but it’s table stakes.

When you’ll be relying on a software application to help fundamentally improve your business operations and the working lives of employees, it’s imperative to get to know the vendor behind the product.

six key questions to ask IT vendorsIs the company reliable? Are they the kind of people you’ll enjoy working with on an ongoing basis? Are they committed to helping you achieve your professional objectives—or just out to make a sale?

In a recent CIO magazine article, Rob Enderle provides an outline for such an evaluation. Continue reading “Six Questions When Choosing an IT Vendor – from CIO Magazine”

Five More Key Takeaways from the HDI – itSMF USA Service Management Report

As noted in part one of this two-post series, ITSM tools and principles are being embraced in shared service functions (HR, finance, facilities, etc.) in an increasing number of organizations to reduce costs, improve processes, better align IT with the business, and make users happier.

Service management is not just for IT anymore Continue reading “Five More Key Takeaways from the HDI – itSMF USA Service Management Report”