Category Archives: IT Management

What’s Your Glove Display for Making IT Changes?

gloves

Try employing the glove display strategy for difficult IT scenarios, where management sees the need for change due to a visceral reaction to the problem Continue reading

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IT Purchasing Math: 8 Ways that Confusion = Profit

There’s a simple equation to keep in mind if you’re not sure you’re getting a fair deal when making a major IT purchase:

Confusion = Profit
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IT Change Management: 8 Reasons You Need a Checklist for Implementing IT Projects

feedback checklist(updated 1/5/14) One of the habits I push in my shop is to over-rely on checklists and to game plan any change we put on to our Power boxes or in our Data Center. A good checklist is invaluable in situations where you have to take down a critical piece of equipment, make some significant change, and bring it back up again in a short amount of time (say in three hours on a Sunday morning).

IMHO, a good checklist does the following things when you make changes Continue reading

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RPO, RTO, RTA: Explaining 3 Common Disaster Recovery Terms

RPO, RTO, and RTA are valuable management tools for communicating your goals for a BC/DR/HA solution and how well you are doing in meeting those goals. Continue reading

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What Does IT Operations Management Do? (ITOps)

network operations center--wikipedia

What is IT Operations Management, what does it do, and how can it be managed in an overall IT department? Continue reading

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The Animal Farm Rule of Help Desks and Network Management

Running a Help Desk or a Data Center can be confusing in that while you try to treat all customers the same way, there are just some people who need extra-special assistance. You may go all out for your internal and external customers but there are always certain classes of people who you really have to go ALL OUT for. Continue reading

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Help Desk Management: What is Level 1, Level 2, and Level 3 Help Desk support?

Help Desk tech from commons wikipedia org

One of the confusing things about Help Desk management and talking to people about an IT Operations Help Desk, is that people don’t understand what Level 1, Level 2, and Level 3 Help Desk support is (as well as Level 0 support and Level 4 support, which not everyone talks about). Here’s my quick primer on what each of these functions do. Continue reading

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