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A knowledge content creation process that works - without buying pizza

One of the most common reasons why Service Desk teams have a weak or non-existent knowledge repository is that they don't know how to incentivize employees to create content. I've heard about competitions with incentives (pizza, money, days off) based on the number of knowledge documents (or...

Posted to CA on Service Management (Weblog) by Rich Graves on 12-12-2011
B-Smart your guide to metrics that add business value

In the most recent issue of Service Talk, the itSMF UK quarterly magazine I discuss one of the most common conversation topics that I have with CIOs - metrics that are business relevant. As part of that discussion, we highlighted my "B-SMART" guide to effective metrics. To B-SMART, your metrics...

Posted to CA on Service Management (Weblog) by Robert Stroud on 11-03-2011
What is an Enterprise Concierge? You Should Know Because You Need One.

What do you think about when you hear the word "concierge?" A person at a hotel that gets you tickets to sold out shows? Someone that recommends great restaurants? A person that has the ability to get something done for you, when you do not have the time to do it yourself? When I think of a...

Posted to CA on Service Management (Weblog) by Eric Feldman on 11-01-2011
Unlock the Potential of Workload Automation at CA World

Do you want to leverage your investments in dynamic infrastructure and applications? Are you looking for new ways to maximize service availability and performance in your workload environment? Do you want to reduce chaos in your workload environment? If yes, join your fellow customers and CA Technologies...

Posted to CA on Virtualization and Automation (Weblog) by Umair Khan on 10-17-2011
No Assembly Required: Automating Solution Delivery

As any parent of young children on Christmas Eve, or someone who has ever purchased furniture from Ikea, no words cause fear like the words “some assembly required.” As someone who has spent hours in the basement with voluminously detailed instructions and a pile of parts, I can say this was not often...

Posted to Perspectives: CA Technologies corporate blog (Weblog) by Don LeClair on 09-26-2011
The Emperor's New Framework or my visit with the ITSMWP ROW Podcast

I was recently extremely honored to spend an hour with a number of folks who are described as "an Analyst, a ITSM Guru and a Service Desk Monkey" recording the "ITSMWP Rest of the World (ROW)" podcast. The topic of the podcast (and I say topic loosely) was COBIT 5 and I found myself...

Posted to CA on Service Management (Weblog) by Robert Stroud on 09-22-2011
Are 10,000 Incident Categories too Many? Four Simple Rules for Managing your Categories

Hopefully your answer to the above question is a resounding YES. If not then I'm not sure this blog can help you but maybe an episode of "Hoarders" can. I have worked with many IT support organizations through the years and the quantity of categories in a classification structure is often...

Posted to CA on Service Management (Weblog) by Rich Graves on 08-29-2011
Is IT relevant as we know it in this agile, world of innovation? - live at Geek Week August 22

Monday, August 22, I will be delivering the opening "Geek Note" at the 4 th annual ISACA Atlanta Chapter Geek Week. Geek Week is a full week of education on topics including Risk Management, Audit & Security and Governance as well as intermediate and advanced training sessions and much...

Posted to CA on Service Management (Weblog) by Robert Stroud on 08-12-2011
Simplifying Cloud Choice: Let Management and Security Lead the Way

During the last several years we've seen cloud computing shift the way IT delivers business services by introducing a dynamic IT supply chain that delivers services that ultimately help make a company more competitive. At the heart of this dramatic shift lies "cloud choice": the myriad...

Posted to Perspectives: CA Technologies corporate blog (Weblog) by David Dobson on 07-27-2011
INSIGHTS from World Congress 2011 - the importance of "the debrief!"

"Individual execution is one thing, organizational execution is everything." This statement from Jim "Murph" Murphy, the Founder and CEO of Afterburner, Inc., encapsulated the vibe of the inaugural ISACA World Congress, INSIGHTS 2011 in Washington DC last month. Unlike most events...

Posted to CA on Service Management (Weblog) by Robert Stroud on 07-18-2011

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