31 08, 2016

Choosing Resilience Over Reliability

2019-01-27T00:00:02+00:00August 31st, 2016|

In our Southwest’s Summer Screwup article, we wrote about how a router failure at Southwest Airlines resulted in at least $10 million in lost revenue and millions more in associated costs throughout the travel industry. While doing research for that article, we came across a presentation by Richard Cook, MD, who studied complex systems in [...]

23 08, 2016

Doing IT Better: Continual Service Improvement

2020-05-21T20:11:10+00:00August 23rd, 2016|

Continual Service Improvement is intrinsically linked to the business side of IT and is aimed at answering the question, "How can we do this better?" CSI can be applied to any aspect of your IT organization – whether the service desk to improve customer support, software testing to make sure proper QA is done, disaster [...]

22 08, 2016

ITSM: Adding Structure When It’s Needed

2019-01-27T13:56:11+00:00August 22nd, 2016|

IT Service Management (ITSM) is all about helping organizations align their IT services with their business needs. It is an approach to IT Management that seeks to make the delivery of IT services efficient, process-driven, and proactive. Key ITSM concepts Increasing Efficiency in IT organizations The driving mission of ITSM is to increase efficiency. [...]

11 08, 2016

Et Tu, Delta?

2020-05-19T18:38:42+00:00August 11th, 2016|

This past week, an airline company with a reputation for punctuality, and with one of the best reliability records in the industry, was left dumbfounded as over 1,000 flights worldwide were grounded. No, we're not talking about Southwest Airlines. This time, it's Delta. Like Southwest, the cause is IT-related: a power control module failed. Also [...]

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

2020-05-21T20:45:03+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. [...]

22 04, 2016

If Your Help Desk Challenges Were a Pie

2019-01-27T00:20:37+00:00April 22nd, 2016|

We recently conducted a webinar showcasing our IT Help Desk application to new customers. We polled the audience on what their frustrations were with their current solutions. While we’d rather be sharing a homemade pie of the baked good variety, we thought it would be helpful to share this pie chart with you instead. Having [...]

20 04, 2016

Document Verification Powered by SharePoint

2019-01-27T00:21:32+00:00April 20th, 2016|

Gone are the days when document verification meant reading company memos thumbtacked to a bulletin board or attending impromptu policy-related meetings. A wide range of contractual requirements and governmental regulations, coupled with a need for more effective employee training, have resulted in a need for formalized and verified employer-to-employee communications. In essence, organizations need to [...]

1 04, 2016

Manage Equipment Leases with SharePoint

2020-05-19T18:41:19+00:00April 1st, 2016|

Equipment leasing is a procurement option that has increased in popularity over the years, particularly for young companies who don’t have large stores of capital on-hand. Leasing, which is the rental of equipment over a specified time period, enables companies to quickly compete without having to break the bank. There really is no limit in [...]

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