Author Archives: Freeform Dynamics
Does the Help Desk have a future?
With the rapid development of service desk ‘self help’ tools and the even faster adoption[...]
Who does the helpdesk really help – IT or the Business?
Who does the helpdesk help – IT or the business? Many people (users) think the[...]
How’s your desktop support service desk looking?
As everyone working in IT support knows, the job would be so easy if it[...]
The Bathtub Curve and other over-simplistic ideas
Every now and then, a certain model or other seems to have direct relevance to[...]
Who does the helpdesk really help? IT or the Business?
Who does the helpdesk help – IT or the business? Many people (users) think the[...]
Helpdesk Heroes or unappreciated geeks?
The helpdesk has always been the most visible part of the IT support operation. It[...]
Pricing the fluffy stuff
By Josie Sephton Cloud really is the new black, and it is hard to get[...]
Application recovery: Whose job is it anyway?
When it comes to supporting business activities, the primary role of IT is to ensure[...]
Deploying VoIP in real life
Mainstream-ready VoIP offerings are becoming more widely available, with greater flexibility around options and more[...]
Desktop Management – Where are you now?
Since desktop PCs first entered the world of business, IT managers and help desk staff[...]
Service management strategies
One of the most universal findings we encounter on our research travels is that, contrary[...]
Are you a pirate video star?
Vendors seem to be champing at the bit in the video conferencing space. Is their[...]
Do IT companies deserve to top Newsweek’s green 500?
Hats off to Newsweek for its green rankings of the 500 largest US corporations. And[...]
The tools of the trade: Cutting edge or a bit embarrassing?
Do the phrases ‘cutting edge’ and ‘your IT shop’ constitute a contradiction in terms, or[...]
Keeping track of stuff: the secret of service management
IT gets asked to look after a lot of stuff which it may not have[...]
Automated out of existence? Service management and the human factor
If your job involves managing IT, IT services or business services it’s probably not escaped[...]
What’s important in service management? The do’s and dont’s
In its broadest sense, service management goes beyond IT service management and looks to influence[...]
State of the storage art
Over the past decade, it is fair to say that the pace of innovation in[...]
Collaboration and control
Once upon a time, the boundaries of IT management were fairly straightforward. All your customers[...]
Server Virtualization in Context
by Dale Vile and Jon Collins One of the hottest topics in the IT industry[...]
Desktop Virtualisation
by Martin Atherton and Jon Collins It is early days for virtualisation in the desktop[...]
Service management: A million jobs or a job with a million parts?
Not so long ago there was the stuff that IT folk did, and there was[...]
Looking at the threat landscape – It’s getting scary out there….
Jon Collins and MessageLabs’ Paul Wood examine some of the current threats we all face,[...]
On environmental matters, who’s at fault?
Compressed digital video works by having occasional reference frames which are updated by changes. It[...]