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 ...

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 ...

There have long been a few fundamental challenges associated with business process management, at least for as long as the two of us have been involved with the field (forty years or so, for better or ...