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Posts by Chris Pope

Top Notch Customer Service

Financial Services: How Resilient Are You?

Ongoing regulatory pressure and change are placing more and more overhead on organizations to drive operational improvement through the resiliency...

IT Teams are Taking on More Risk. Are You Prepared?

Traditional approaches to managing IT and having the best ‘Incident Response Plan’ are no longer enough. Organizations need to proactively...

Service Woman

New IT Tool but Same Old Service? A Reflection at 30,000 Feet

I often hear about customers wanting to embark on a new project to re-write processes or replace legacy toolsets in...

CMDB

The Process-Aware, Process-Driven CMDB

So we made it–the last part of my series on all things CMDB, and we didn’t include a single screen...

CMDB

Step 6: Avoid The Trap of Compromised Data

Lately, there is a welcome topic that I hear frequently from all sorts of companies. A few weeks ago a...

Top Notch Customer Service

Government Agency Banks on IT to Drive Top-Notch Customer Service

The Office of the Comptroller of the Currency (OCC) charted a course to change the way Information Technology (IT) works,...

Executive Insights

Step 5: Turning the Tables on the Dreaded Audit

Welcome to step 5 of my blog series meant to give IT practitioners techniques to navigate the journey to better...

Customer Perspective

The Future is Self-Service in the Enterprise

About 100 years ago shopping meant handing your grocery list to a store employee to pull your selections off the...

Secure 24

Secure-24: Consolidating Services in the Cloud

Outstanding customer experiences are created first within the service organization. You can’t deliver exceptional services to your customers when your...

Executive Insights

Step 4: Effectively Managing Change

I recently overhead someone state a claim that everything in the CMDB must have an associated RFC (request for change),...

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