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Five Service Desk KPIs You Should Care About

Every IT organization tends to measure success somewhat differently. However, I’ve found that those with the the best grasp over their service quality really focus on the service desk performance.

The IT service desk is the single point of contact between end users and a business service. As much as the service desk can be the […]

By |January 17th, 2017|0 Comments

Top AIOps Thought Leaders of 2017

For IT professionals with a passion for customer experience and service quality, AIOps (Algorithmic IT Operations) is the hottest thing since APM. As defined by Gartner Analyst Colin Fletcher, AIOps platforms “enable I&O leaders to meet the proactive, personal and dynamic demands of digital business by transforming the very nature of IT operations work via […]

By |January 10th, 2017|0 Comments

The Truth About Predictive Analytics in IT Monitoring

Unless you’ve been living under a rock that’s blocking the network connectivity to your mobile device, you’re aware that all businesses are moving online.

Instead of going to Blockbuster to rent a movie, we stream content online from Netflix. Rather than visit dealerships researching new cars, we visit Cars.com. On occasion, instead of stepping out […]

By |December 14th, 2016|0 Comments

Keeping IT Real: Creating a Functioning, Truly Digital Enterprise

Today’s technology vendors and IT consultants are constantly claiming to have the secret to true digital transformation for Enterprise. But IT leaders are now seeing past this hype, and they need a realistic path to move forward.

On Thursday, December 8, Intellyx Principal Analyst Charles Araujo, joined by Moogsoft Product Marketer Sahil Khanna, presented a live […]

By |December 9th, 2016|0 Comments

Macy’s Suffers Critical E-commerce Outage on Black Friday

Holiday online shopping is growing massively year over year. At this point, the only thing getting in the way of e-commerce businesses and huge spikes in revenue is the availability of e-commerce platforms during critical shopping times.

As we saw in last week’s blog post, during last year’s holiday season, several leading e-commerce business faced major outages, […]

By |December 1st, 2016|0 Comments

The IT Grinch: Online Holiday Shopping Network Outages

That special time of year is upon us again — the holiday season, a.k.a. shopping season. I used to hate this time of year because I would spend hours at the mall, overwhelmed by crowds of aggressive shoppers with a strict agenda, while I aimlessly wandered the less crowded stores to end up coming home […]

By |November 22nd, 2016|0 Comments

The Challenge with Telephone Conference Bridges

Despite what it might look like from outside the industry, in IT we don’t change things around just because we feel like it. If there were such a thing as Sysadmin Club, Rule One would be “if it works, don’t touch it.” Change is not something to be undertaken lightly — but sometimes it is […]

By |November 3rd, 2016|0 Comments

Dealing with a Black Swan Occurrence in IT

Nassim Nicholas Taleb is a renowned scholar who has spent his career focusing on problems of randomness, probability, and uncertainty. In Taleb’s book “The Black Swan – the Impact of the Highly Improbable,” he defines a “black swan” as a highly improbable event with three principal characteristics: it is unpredictable; it carries a massive impact; […]

By |October 27th, 2016|0 Comments

Service Assurance for ITSM Professionals

IT Service Management has evolved quite a lot since the good ol’ ITIL days. Conducting IT Service Management effectively means keeping up with the rapid pace of the IT technology landscape, which is more challenging than ever before, with trends like virtualization, containerization, cloud, mobility, security, etc…

Understandably, organizations are devoting more budget to ITSM […]

By |October 25th, 2016|0 Comments

Communications Provider Reduces MTTD by 75% with Incident.MOOG

This past week, I had to opportunity to speak with a new member of the Moogsoft herd, a leading Communications Provider with a cloud-based delivery model. I spoke with the NOC Manager and the Director of Technology from this organization, both of whom were active in the evaluation of an event management tool. I reached […]

By |October 19th, 2016|0 Comments