IT Operations

Social media a missed opportunity for customer service

A new report suggests most companies simply don't understand how effective social media can be for customer service, and majority of brand feedback people leave on social sites is ignored.

6 traits engineers need to succeed as IT leaders

Finding managers who motivate, lead and inspire is easier said than done. Here are six tips for hiring IT leaders with successful outcomes.

Analytics comes to IT service management

ManageEngine, a division of Zoho, is looking to leverage its IT management domain expertise to offer a self-service IT analytics solution to help IT better utilize the data it generates.

Do IT groups really need to move to a software-defined environment?

Pay close attention to the competitive advantage levers in software-defined IT.

Consumers are fed up with ‘human-less’ customer service

Consumers are fed up with ‘human-less’ customer service

Modern consumers are sick of bum support from cable and satellite TV providers, and the vast majority prefer talking to actual people over Twitter support or other online options, according to new research.

CIOs need to reconceive the process design for IT support services

How to improve business usersu2019 satisfaction and productivity.

Is outsourcing IT worth the compliance risk?

While the feds have certainly put hurdles in place to prevent abuse, outsourcing IT in a highly regulated industry like banking may very well lead to higher standards and quality outcomes.

12 difficult project manager interview questions to prep for

Most project manager candidates can talk about their strengths and skills, but those who ultimately land the job are prepared to answer these difficult PM questions.

Should you outsource vendor management?

Outsourcing the management of outsourcers has been a controversial approach in the past, but the increased demands of IT service management may be too much for some IT groups to handle themselves.

7 questions to ask before implementing ITIL

Implementing an IT infrastructure library (ITIL) can help organizations trying to get a better handle on IT services and resources. But ITIL's just a framework. One size does not fit all. In fact, you might not need it at all Here are seven ques