‘What Device Is That?’ Visibility to See the Unseen

When I look at my home network, it isn’t easy to determine which device is which. So when I’m looking at the number of devices connected to the corporate network, I’m amazed.

The game of hide-and-seek to find a new device (or even an application) and determine its legitimacy can be painful.

This is why visibility is so important. Without it, consider the following challenges you face among IT priorities:

  • Security

The threats you don’t know about can be the scariest. Whether it’s a rogue device or malware brought in on through a new app, it doesn’t belong.

You need to know when a threat exists in order to ensure it’s removed.

  • Asset management

You don’t want to fail an audit, nor do you want to buy unnecessary licenses. You need visibility to know what software is running, when and where it’s being used—as well as the associated allocations—in order to maintain compliance.

  • Endpoint management

Users replace BYO devices all the time, but are you sure that new device you’re seeing belongs to one of your users? You need to know so you can take appropriate action.

  • Service management

Without visibility, it’s hard to deliver optimal experiences. Service management teams need to see and understand the impact changes have on services and processes in order to ensure quality.

That’s why we’re excited about our latest LANDESK product releases.

We’re delivering the tools you need so you can see what is entering your environment, be it new hardware or software, and the all the necessary information so you can take action.

We’re showing these new solutions and more at Gartner Symposium/ITxpo this week. Stop by booth #413 to learn more!

Three Keys to an Efficient ITSM Self-service Portal

Self-Service-Portal-3-971x576Traveling can be quite stressful, especially when visiting unfamiliar places. Many years ago, when I rented a car, I would ask for a map and directions. Even though I had a map, I always seemed to get lost in unfamiliar places. Sometimes I misunderstood the directions I was provided, and sometimes I was given poor directions.

GPS technology simplifies the process of getting you to your destination because it has the ability to pinpoint your location. With GPS technology, it is almost impossible to get lost, even in the most unfamiliar places.

How to build agility into your ITAM programs to respond to economic downturns

AreYouReady(own)Since August 2015, the news headlines have been dominated by the U.S. elections, refugee crisis, dropping oil prices, fluctuating government lending rates in Japan and US, and coverage of the global slowdown that is crossing geographies and industries. China has been leading the doom-and-gloom financial forecasts based on economic outlooks for 2016.

What do school uniforms and ITSM tools have in common?

Uniform(own)Fall / Autumn, whatever you like to call it, is upon us. Leaves are turning burnt orange and ochre, the night time darkness is arriving earlier and earlier and there is a morning mist in the air as kids go back to school for the start of the new school year. Ahh yes, those ritual back to school activities; the excitement of seeing friends they’ve missed over summer and buying new pencil cases or lunchboxes plastered with their favourite characters, well that’s how kids see it. For parents, back to school means another nightmare scramble to buy school uniforms and gym kit because little David, Karen or “Apple” has outgrown their uniform, moved schools or spent the last year skidding across floors and put a hole in the knees of every pair of school trousers. That’s one fabric performance test manufacturers don’t do! Now whether you are a parent or not, we all know how expensive school uniforms can be over a long period because they just don’t last.

Password Reset: Is it an Incident or a Request?

Website loginWhat’s in a name?
Does it really matter what you call this common plea for IT help?

Yes! It absolutely matters!

Organizations must manage the activity of IT. Part of that management is to understand workloads, risks and improvement opportunities.
With these factors in mind, incidents and requests imply very different things.
• The higher the incidents, the greater the instability within your infrastructure.
• The higher the requests, the more demand on IT.
Metrics derived from Service Management measuring these factors can help as we decide whether to invest in “Automation and Innovation” or in “Fixing and Stabilizing.”

Building a Better Self-service

Help(own)It may be helpful to think about self-service in terms of a long-term sustainable commitment to your users, achieved through continuous refinement and improvement.

Successful user experiences are multifaceted, and it often takes organizations years to fully mature to the point where they can reliably deliver amazing results.
With that said, significant short-term and immediate benefits can be reaped from following the best practices outlined below and empowering your users with self-service.

My Top 10 Best Practices for a successful self-service are:

1. Make Self-Service Easy to Find for Users

It may seem obvious, but if users cannot locate the self-service area, then functionally it doesn’t exist! This lack of find-ability will not only frustrate users but will also increase the use of assisted channels such as the phone, email or approaching the support teams directly, which is more expensive for the organization.

To maximize the possibility that users will find your self-service, try the following:

Engaging the End User to Stay Ahead of the Game: A Blog from UX

user experience words written by 3d hand“When we are no longer able to change a situation, we are challenged to change ourselves” (Victor E. Frankl).

Users’ behaviors and attitudes are changing, and end-user technology is moving ahead at a rapid pace. The rules of technology engagement now favor the consumer. The end-user is in the driver’s seat, and we need to cater to their needs. To do that, we need to understand our users, and what they deem as critical in an application, while remembering that advances in technology cannot replace a first-rate user experience. With users now choosing to interact with technology from many different types of devices, we need to ensure that the experience is engaging, consistent, and memorable, in order to provide outstanding user satisfaction.

So, how do we do all that?

Pound for Pound Strongest Leader in 2015 Gartner Client Management Tools Magic Quadrant

I spent roughly sixteen years practicing martial arts. I learned several styles that included self-defense, stand up fighting techniques, grappling, and how to throw an opponent. I also learned to use several weapons—yes, I do have nun-chuck skills. 🙂 Sometimes I like to watch Mixed Martial Arts (MMA) fights, but not because of the violence or blood. I’m really more of a pacifist. I prefer to watch the smaller guys compete in the octagon. They’re faster, more agile, land more strikes, and are far more strategic and technical in the way they fight than the heavy weight competitors. However, you won’t see a fight between a featherweight and a heavy weight in the MMA. It’s just not considered a fair fight.

Battle in the Magic Quadrant Octagon

The Million-Dollar Question: How Easy is it to Upgrade or Change Your ITSM System?

MillionDollarQuestionI attended the HDI show in Las Vegas and I’ll be attending the SITS show in London later this year. It is a great opportunity for me to meet lots of IT folk from the service management industry. When I talk to these good folk about why they are attending the event, I often get the same response. They are experiencing similar challenges and are there talking to ITSM tool providers about how they can improve their current situation.

What is that challenge?

The main challenge these people face is about being able to upgrade their current solution, or at least be able to make changes to it easily, whether the solution is on premise or in the cloud. This is usually to take account of variations in their ITSM environment.  Upgrading to the latest versions allows them to take advantage of new features, functionality or user experience, but this can be a costly proposition. Some of the concerns I hear include:

Introducing SnapIT: Transforming IT self-service with LANDESK Service Desk

I am very excited about the latest release of LANDESK Service Desk. We’ve introduced a totally new concept that we call SnapIT. I think it’s fair to say, this one really is something quite different.  It’s new, unique, innovative and potentially game-changing for IT service management technology.

What is SnapIT?