Archive for the ‘Best Practices’ Category

BrightTalk Presentation, May 17th at 10 AM PDT: “The Case for Swarming”

May 17, 2017

Paul M. Dooley is presenting on BrightTalk on May 17, 2017 about an emerging best-practice kown as “swarming” – a new way to handle incoming support issues to service desks and support centers.

Traditionally, IT and customer support organizations have employed “tiered support” to handle issues.  But the business and IT landscape is changing in significant ways…

  • Business are demanding continuous delivery of new and improved application functionality, as well as performance
  • To help meet this demand, new emerging best-practices such as Agile and DevOps have arrived on the scene, delivering continuous software changes into the live environment
  • The trend toward self-service continues, enabling end users to handle most of the simple issues themselves – engaging the service desk only when complex issues arise
  • Support issues are becoming increasing complex, driving the need for collaboration, and knowledge sharing across IT functional groups (many of which remain “siloed”)
  • Customer and user expectations are rising in terms of higher uptime, and faster resolution to any issues

Nevertheless, many IT organizations and support center continue to implement the traditional “tiered support model” in their service desk and support centers, composed of …

Tier 1 – the front line support team of generalists that tries to resolve most issues
Tier 2 – a second line of specialists that tries to resolve the rest
Tier 3 – a third line of very specialized developers, technicians, and
supplier that deal with the most complex issues

As a result of the dynamics in the changing business and IT environment, the tiered support model – although it has worked and been very popular over the past 30 years – is now coming up short. Many issues end up backlogged in ticket queues, resolution times drag out, costs continue to rise due to the magnitude of escalations, and customer/user satisfaction suffers.

Listen to the recording in cased you missed it:  https://summits.brighttalk.com/webinar/the-compelling-case-for-swarming-an-intelligent-alternative-to-tiered-support/?utm_campaign=communication_viewer_followup&utm_medium=email&utm_source=brighttalk-transact&utm_content=webcast

10 Ways to Protect Your Users Against Ransomware

May 15, 2017

Found an interesting article in common practices to protect your company against Ransomware attacks.

  1. Understand the threat
  2. Educate your users
  3. Teach users NOT to phish
  4. Maintain layers of Anti-Ransomeware Technology
  5. Keeps Apps Up-to-date with Patching and Plug-ins
  6. Use Windows Policies to Block
  7. Disable Windows Script Hosting
  8. Filter .EXE Files in Email Servers
  9. Always Have a Curret Back-up of your Files
  10. Stay Current on Ramsomeware Developments

Check out the full article:  http://vertassets.blob.core.windows.net/download/fbceb9f7/fbceb9f7-4611-4e9c-ab3a-05941984b077/10_fundamentals_of_crypto_us.pdf

Paul M. Dooley
Optimal Connections, LLC
www.optimalconnection.com

Three Must Know Financial Tools for Effective Decision Making

December 22, 2016

New Support World article now available at HDI:

Using a business-case approach with tools to assess total cost of ownership, cost/benefit analysis, and return on investment will help you minimize risks and costs associated with IT investments.

by Paul Dooley

As IT professionals, we are faced with many challenges in the course of carrying out our responsibilities. Some of these challenges may have to do with making decisions about significant investments in support systems, tools, headcount, or even key process changes. You may need to decide:

  • Should I remain with the status quo or implement a new service management system (SMS)?
  • If I implement a new SMS, which vendor’s system should I choose?
  • Is it worthwhile for us to implement a knowledge management process along with a supporting system?
  • Should I invest in remote access tool A, B, or C?
  • Is it wise for me to consolidate our multiple help desks to a centralized service desk, or should we remain decentralized?

These decisions require careful consideration so that risks and costs can be minimized and benefits can be assured and maximized. In addition, your career and future advancement in the organization may at times hinge on making the right decision that leads to success! Using a business-case approach to decision making and utilizing the right steps and three must-know financial tools can help you identify the right course of action and the right decision.

Read more in the new Support World article at HDI  ==> http://www.thinkhdi.com/library/supportworld/2016/three-must-know-financial-tools-effective-decision-making.aspx

New White Paper: What’s Next after ITIL Foundation?

December 3, 2016

So you have just completed ITIL Foundation training, and are all set you think? Ready to move ahead with implementing this amazing framework of IT best-practices? Not so fast – there are a few more things you should consider.

I’ve just completed a White Paper for Global Knowledge entitled “You’ve Completed ITIL Foundation: Now How to Implement it”. For the free download to read more about this, go to https://www.globalknowledge.com/us-en/resources/resource-library/white-papers/you-ve-completed-itil-foundation-now-how-to-implement-it/

Building a Knowledge Management Culture

May 17, 2016

Knowledge Management is now a full-fledged process in the ITIL framework, a testimony to its vital importance in organizations.  Yet many businesses and organizations still struggle with how to capture, store, and share knowledge across the organization.

The result?  Rediscovery of knowledge, slower resolution of incidents and recovery of services, faulty decisions, and more costly operations. Why is this, and why is such a valuable process so difficult to implement?

Barriers, that’s why.  Most IT service providers are organized around “technology silos”, and these act as natural barriers to capturing and sharing knowledge effectively.  There a solution, however. In fact, there are six steps your organization can take to overcome these barriers and realize effective knowledge management.

Read the full SupportWorld article published by HDI: http://www.thinkhdi.com/library/supportworld/2016/6-steps-build-knowledge-management-culture.aspx