Recent Posts

Eiad Al-Aqqad

Why Service Owners Are Integral to IT-as-a-Service Delivery

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By Kai Holthaus The Service Owner Role The service owner role is central for an IT organization that is operating IT as a service (ITaaS). Why? Because the service owner is accountable for delivering services to customers and users, and accountabilities include: To act as prime customer contact for all service-related enquiries and issues To Read more...
Eiad Al-Aqqad

The Cloud Architect: Change Champion for the New IT

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By Rohan Kalra “What direction should I take my career with all the changes happening in IT?” I get this question a lot when working with my clients’ IT teams. The old way of doing things needs to change for the new IT. From an IT operating model standpoint, that means becoming more service-focused. And Read more...
Eiad Al-Aqqad

4 Steps to Better Market Your Cloud Services

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By Alberto Martinez Successful cloud providers invest in marketing their services: promoting them, showing the value to customers, implementing strong pricing campaigns—and they understand how to rapidly adapt to changing market demands. But what prevents your internal IT organization from defining an effective marketing strategy to be more competitive and foster your cloud investments? And Read more...
Eiad Al-Aqqad

How to Take Charge of Incident Ticket Ping Pong

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By Pierre Moncassin When incident tickets are repeatedly passed from one support team to another, I like to describe it as a “ping pong” situation. Most often this is not a lack of accountability or skills within individual teams. Each team genuinely fails to see the incident as relevant to their technical silo. They each Read more...
Eiad Al-Aqqad

4 Ways to Maximize the Value of VMware vRealize Operations Manager

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By Rich Benoit When installing an enterprise IT solution like VMware vRealize Operations Manager (formerly vCenter Operations Manager), supporting the technology implementation with people and process changes is paramount to your organization’s success. We all have to think about impacts beyond the technology any time we make a change to our systems, but enterprise products Read more...