Change management is among the most complex and challenging processes Global 2000 organizations face. Indeed, many IT service quality problems can be linked directly to poor change-management ...

IT management experts say the time has come to define a new role within the IT department: Problem manager. “Even if you have full automated IT management, you still need a person that can comprehend ...

Problem-solving in many university IT departments can feel like a game of Whack-a-Mole--rushing to address random incidents with no time to investigate the bigger picture. Kriss Dinkins knows exactly ...