9 08, 2016

Southwest Airlines Favoring Profits over IT Infrastructure?

2019-01-27T00:12:03+00:00August 9th, 2016|

The four unions representing Southwest Airlines’ pilots, flight attendants, mechanics, and ground operations are calling for new leadership at Southwest. All four unions, which represent nearly 80 percent of the airline’s 50,000 employees, voted “no confidence” in the airline’s CEO Gary Kelly and COO Mike Van de Ven. In a joint statement issued August 3, [...]

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 [...]

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. [...]

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