26 07, 2016

Southwest’s Summer Screwup

2019-01-27T00:12:42+00:00July 26th, 2016|

There we were in Oakland airport last Thursday, having dutifully arrived at 5 am for our 6 am Southwest Airlines flight to Salt Lake City. I had heard about the computer “glitch” that Southwest had the day before, and saw the long lines and bleary-eyed people when we arrived at the airport, but I was [...]

18 07, 2016

User Experience Improvements Come to SharePoint

2019-01-27T00:13:46+00:00July 18th, 2016|

Microsoft SharePoint can do awesome things, but its interface can be quite unintuitive at times. The result has been that while the number of SharePoint licenses has increased rapidly year-over-year, end-user adoption rates have not followed suit. By contrast, the Microsoft Office suite of productivity tools has evolved into a leader in intuitive, user-friendly design. [...]

7 07, 2016

Implementing a SharePoint-based Help Desk That Meets ITIL Service Desk Standards

2019-01-27T00:14:23+00:00July 7th, 2016|

In the late 1980s, the UK government decided to tackle the need for standardization in the burgeoning IT industry. Over time, this set of standards coalesced into a program called IT Service Management (ITSM) and, within that program, a specific subset of practices evolved that is now referred to as ITIL: Information Technology Infrastructure Library. [...]