Archive for the ‘IT Trends’ 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

15 Top Paying Certifications for 2017

January 24, 2017

Top Paying IT Certifications for 2017

Which certifications should be in your list of credentials based on salary? What’s the next up-and-coming certification? This article will help you answer both questions based on data from Global Knowledge’s 2017 IT Skills and Salary Survey.

The survey was distributed globally, but this article focuses on the United States data and variations exist based on where you work, your years of experience and the type of company you work for, but this is still helpful in deciding where to spend your time and money in earning additional certifications.

To qualify for this year’s list:

  • A certification had to have at least 115 survey responses to ensure that the data was statistically valid.
  • The certification exam had to be available as of the writing of this article.

Rankings:

1. Certified in Risk and Information Systems Control (CRISC) – $131,298

2. Certified Information Security Manager (CISM) – $128,156

3. AWS Certified Solutions Architect – Associate – $125,091

4. Certified Information Systems Security Professional (CISSP) – $121,729

5. Project Management Professional (PMP®) -$119,349

6. Certified Information Systems Auditor (CISA) -$115,471

7. Citrix Certified Professional – Virtualization (CCP-V) -$105,086

8. ITIL® v3 Foundation – $103,408

9. VMware Certified Professional 5 – Data Center Virtualization (VCP5-DCV) -$102,962

10. Citrix Certified Associate – Networking (CCA-N) – $102,598

11. Microsoft Certified Solutions Expert (MCSE) – Server Infrastructure -$101,150

12. Microsoft Certified Solutions Associate (MCSA) – Windows Server 2008 – $99,558

13. Citrix Certified Associate – Virtualization (CCA-V)- $99,411

14. Cisco Certified Networking Professional (CCNP) Routing & Switching – $96,826

15. Microsoft Certified Solutions Associate (MCSA) – Windows Server 2012- $93,718

If you’re looking to improve your skills and possibly your salary as well, these are some certifications you could pursue. Consider your current skill set and whether a related skill or a management skill may help power your career to the next level. For example, if you already know storage or networking, consider pursuing a certification in virtualization or cloud computing. Or, break out of your technical track and get on a management track by taking an ITIL or PMP course and getting certified in one of those areas.

Learn more about how you can improve productivity, enhance efficiency and sharpen your competitive edge through training.

Read the complete article at https://www.globalknowledge.com/us-en/content/articles/top-paying-certifications/?utm_source=newsletter-email&utm_medium=email&utm_campaign=p153-jan17-2017-article1-topcerts

Top Ten IT Skills for 2014

February 21, 2014

According to recent research paper published by Global Knowledge, a top IT training service provider, the top IT skills for 2014 are:

  1. Programming and Application Development
  2. Help Desk and Technical Support
  3. Networking skills
  4. Mobil Applications and Device Mgt
  5. Project Management
  6. Database Administration
  7. Security
  8. Business Intelligence & Analytics
  9. Cloud Computing skills
  10. Interpersonal Skills

Its interesting that Help Desk and Technical Support is ranked #2, as both ITSM/ITIL, and HDI, promote the value of a high performing help/service desk to the organization

Also note that cloud computing skills ranks as #9, and interpersonal skills as #10.

To read the full article, go to http://www.globalknowledge.com/training/generic.asp?pageid=3635&country=United+States

Top IT Trends to Watch in 2014…

January 9, 2014

IT Trends to Watch in 2014

Baseline featured an interesting article on the top IT trends to watch in 2014.  Thought you might want to check this out.  Here they are, plus a link…

  • The app-centric enterprise emerges
  • The shift from personal devices to personal clouds
  • Big data and analytics get real
  • The Internet of Things connects to business
  • Emerging standards in software defined everything
  • Enterprise social collaboration grows

Visit the link to the complete article in Baseline