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Legacy Support

Where is the ITSM Industry Going?

The latest ITSM trends were revealed in an extensive Navvia survey covered by Roy Atkinson and Stephen Mann. Mann discusses several intriguing numbers from the study in an article for Computerworld UK. Many of the results were surprising. Others were not. 69, 52, and 63 Not a Surprise: 69% report …

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COBOL Leads Us Back to the Future

News flash: COBOL may be back in style. Sure, it’s one of the most “verbose” programming languages available, its compilations reading like a Victorian novel. But Curtis Franklin Jr. for InformationWeek thinks it has a “whiff of the ‘retro-cool’ about it”: COBOL has been around since Eisenhower sat in the …

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SIAM isn’t Just for Large Enterprises

“SIAM” (service integration and management) might be a new term for some of you. But it’s no longer the exclusive territory of corporate IT, and it is beginning to mainstream beyond high-end consultants and industry analysts. As Joe the IT Guy explains, you don’t have to be ITSM bilingual to …

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Is Danger Lurking in Your Code?

Let’s take a ride into the danger code. Does your company still utilize homegrown legacy apps, those that were written “in house?” Yes? Well, then it’s time to do something about that old risky COBOL-esque language, to put it out of commission. Barring that, you’ll face an altogether different kind …

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Only You Can Prevent Service Desk Fires!

The word “firefighting” comes to mind when most professionals think of the IT service desk. But service technicians never agreed to be firefighters. Their resultant “burnout” is proof that ITSM needs a better approach to service – one that can scale services while decreasing costs to deliver maximum value to …

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Does ITIL Fit the New Style of IT?

Lately, it may seem as if ITIL doesn’t quite belong at the cool IT kids’ table. But HP’s Tony Price is unequivocal in his opinion that ITIL is still the coolest kid of all. All it needs is a new style, a makeover of sorts. In an article for ServiceDesk360, …

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The IT Service Desk, a Picture in Words

Those who work the service desk are the face of the organization. To the end users / customers, they are basically the organization incarnate. And though the customers can be very polite and friendly, make no mistake – they’ve got questions to be answered and expectations to be met. So …

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Challenges of Legacy Networks

Most legacy architecture is nearly three decades old. Zeus Kerravala for Readwrite shares an excerpt from ZK Research’s white paper Computer Transitions Drive the Need for the New IP Network about the urgency of making the shift to a new IP network. According to the paper, there are several challenges …

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Can Service Desk Win Back Disillusioned End Users?

How do technology services impact their end users? Well, according to an article for ServiceDesk360 by CIO Pedro Bados, they generally don’t. Bados cites a flurry of studies that point to an inadequate state of service delivery based on portfolio complexity – what equates to a general lack of organizational …

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Wal-Mart IT: Finding the Value of Data Analysis & Legacy

The advantages of data-driven business processes are legion, especially in the case of updating legacy IT. In an article by Charles Babcock for InformationWeek, Wal-Mart CIO Karenann Terrell talks about her experiences and lessons learned with data analysis at the world’s biggest retailer. Suffice to say, IT has played no …

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