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Archive for May, 2012

Objects and Relationships

Wednesday, May 30th, 2012

To achieve effective incident, problem, and change management in a complex IT organization, it’s crucial for a team to have a complete understanding of their objects and dependencies. And traditional attempts at creating these sources of truth have been largely unsuccessful.

Through Social Knowledge Management, ITinvolve enables IT organizations to create a single source for understanding all objects, relationships and dependencies in an IT environment. And effectively leveraging that knowledge is the key to making better decisions when making changes, resolving incidents, and managing assets.

But the question is—where do we begin? In the next few minutes, we’ll answer this question as we explore ITinvolve’s revolutionary Social Knowledge Management approach.

In this video we’ll cover:

• How to create objects
• Impact factors and how they put knowledge about the object within easy reach
• How to define relationships between objects
• How to leverage ITinvolve’s in-context collaboration
• How to proactively learn of new knowledge, and capture information in the conversation as knowledge for easy retrieval

There has never been an easier way to capture and to maintain relationships in an IT environment while keeping people informed with the information that are relevant to them. We hope this video will enable you to better understand the power of Social Object Management.

Social Knowledge Manager

Wednesday, May 23rd, 2012

I.T. organizations today lack visibility of physical and virtual dependencies in their environments and the people that are responsible for them. This makes it difficult to understand how changes and incidents impact business services, and it hinders effective collaboration on daily operational tasks. So let’s take a closer look at the ITinvolve solution.

In this video, we’ll show you how ITinvolve for Social Knowledge Management helps you understand your IT environment and improve operational aspects surrounding change, incident, and problem management.

Each user’s home page can be fully customized to provide key operational information. It can be organized by team or by discipline, leveraging the respective charts, best practices, and websites that that suit each user.

ITinvolve provides the only social knowledge management solution focused on significantly improving your ability to understand and visualize your complex it environment and assess impacts and risks when making changes, resolving incidents and managing assets.


Service Desks

Monday, May 21st, 2012

When we first started thinking about the idea of having a change management solution, one of the things we looked at were service desks. Service desks handle the incident management side, and they also deal with change management and problem management, but their focus has clearly been more on the incident management side of things. For the change management, they really only help you document and approve changes. So there is a gap there that leaves our customers asking questions regarding their change approval processes—questions like, “How does this change impact a particular service? How does this change impact a particular group within the environment? Who do I need to get involved to really assess the risk of a particular change?”

While service desks are very good tools and every customer has them, they don’t help people to effectively visualize, assess, and understand the impacts and risks of changes before they are implemented. That’s where ITinvolve comes in. We offer great complimentary value as well as help level 1 and level 2 help desk personnel become more self-sufficient.





A new era in Social IT Operations management

Thursday, May 17th, 2012

ITinvolve for Social Knowledge Management has introduced a whole new realm of IT management that we call Social IT Operations.  What does that mean?  First it’s an acknowledgement that IT environments operate today in a social enterprise.  The “consumerization” of IT in many organizations reflects a change in not only in how people use technology in the workplace, but how they communicate with each other through social media.

Today, forward thinking IT professionals are looking for new solutions to help manage and transform their IT organizations in the social enterprise. Like you, they are looking for more effective ways to capture the power of collective information that is unstructured and scattered throughout the organization or resides in the minds of employees. If that information can be harnessed, your job—and the results you achieve—could be dramatically more effective in solving daily IT challenges.

Check out our Free White Paper entitled “Social IT Operations Management: A new approach for solving persistent IT problems,” to learn more about how new ITinvolve for Social Knowledge Management can make your life a lot easier and your IT team much more efficient and productive.  And see for yourself how ITinvolve can work for you by signing up for a webinar

ITinvolve for Social Knowledge Management

Wednesday, May 16th, 2012

By now it should be clear that social is not a fad. Everything from how we process and consume information to how we engage with customers, partners, co-workers and employees has changed forever.

At the same time, IT environments have become more complex. We have to manage so many routers, network, policies, and countless other interconnected objects that we’re pulling our hair out just to keep it all straight. And on top of that, now we have virtual and cloud-based environments to manage.

The truth is, we just don’t have a single source we can rely on to help us understand and visualize our IT environments. And effectively assessing impacts and risks when making changes or resolving incidents is the key to reducing risks.

We don’t have a single source we can rely on to understand and visualize our IT environments.

Sure, we have CMDBs and service desk tools, but they’re often unreliable and out of date. In a recent Forrester Report, Glen O’Donnel said that, “The once promising CMDB has failed.” He challenged someone to “Reinvent the necessary, but obsolete CMDB.”

What if we could apply the same the same technologies and methodologies that have been so effective in social networking, communication, and collaboration to do just that–to revolutionize the way we understand and manage our IT environments?

ITinvolve has done just that, with ITinvolve for Social Knowledge Management.

It’s a powerful and secure cloud solution that enables IT organizations to create a single source for understanding all objects, relationships and dependencies in an IT environment. And, effectively leveraging that knowledge is the key to making better decisions when making changes, resolving incidents, and managing assets.

ITinvolve for Social Knowledge Management offers four powerful capabilities:

• Social Object Manager
• Perspectives Manager
• In-Context Collaboration
• Results Manager

Social Object Manager provides a comprehensive and accurate view of your IT environment, and a single source for storing and linking object and relationship data in one place. You can profile your IT environment and related knowledge—including unstructured content—in one place to ensure assessment, collaboration, decisions and reporting are based on shared understanding across the enterprise.

Perspectives Manager gives you the visibility to grasp and manage the complexity of your IT environments with individually meaningful views, or perspectives, of all object relationships across teams. Your team members can readily see relevant relationships and quickly understand the potential dependencies from any angle.

And, by utilizing In-Context Collaboration, we eliminate the noise inherent in virtually all other social tools by targeting the discussion to only those that are critical to the process.

Our contextual collaboration approach leverages familiar social media-style formats to ensure the right people are effectively communicating in the context of objects, making faster and more informed decisions.

Results Manager enables you to measure results, compare important trends, and demonstrate compliance, so you can ensure accountability for achieving goals across the entire organization.

No CMDB or service desk can match ITinvolve for Social Knowledge Management in delivering a practical, up-to-date, and easy to access and maintain federated knowledge base for IT operations. Which is why the Analyst Group EMA published a report calling ITinvolve a “transformative catalyst” and game changing new solution that will dramatically improve your ability to understand your IT environment.

We invite you Try ITinvolve for Social Knowledge Management for free available on our web site and you’ll be impressed with how easy it is to use and how fast you’ll start seeing value.

A new approach after the failure of CMDB’s

Monday, May 14th, 2012

There’s something going on in IT operations these days.  People are starting to admit that CMDBs aren’t working anymore.  Most IT professionals already know this, but it’s difficult to acknowledge after investing so much time, effort and money into systems that have rarely delivered on their promise.

That’s why ITinvolve’s introduction of Social Knowledge Management, the new cloud service based on the Force platform from is so important. Because for the first time, ITinvolve for Social Knowledge Management delivers what can only be a called “a single version of the truth.”  It’s a new solution that’s easily accessible online from anywhere and federates all kinds of structured and unstructured information in ways that IT professionals can actually use to solve problems, make changes and demonstrate compliance.

The concept is simple and the execution is straightforward: organize IT environments according to objects that represent not just physical elements such as servers but other technology and knowledge such as applications, policies and people.  ITinvolve’s approach is simple and direct using social collaboration that will improve communication among IT professionals. The best place to learn more is to start with the overview video about Social Knowledge Management.   Then sign up for a webinar

CMDB’s vs. ITinvolve

Wednesday, May 9th, 2012

In a recent study conducted jointly by Forrester Research and ITSM found that of the ITSM professionals they survey only 25% have deployed CMDBs and are enjoying any form of success. When you speak to IT professionals the praises for their organization’s CMDB, or the slightly evolved CMS, are few and far between, and even when it is acknowledged as something positive, the positive comes with heavy caveats.

If you know that having a good understanding of the IT environment is absolutely necessary to manage the environment. And, you believe:

  • Understanding the IT environment is not just about infrastructure and application connections. i.e. understanding those connections are necessary but not sufficient
  • What is needed is a simple and effective tool to understand and visualize dependencies between people, infrastructure, policies, services and more

Then, you need to read our comparative report that helps you understand how ITinvolve has reinvented the obsolete  – but necessary CMDB.

Get it now at

What kind of information does a Technology Object deliver?

Wednesday, May 9th, 2012

A big distinction in managing changes through ITinvolve for Change Management stems from our practical definition of technology objects. All of the information associated with an object exists somewhere in the IT environment, whether in an administrator’s head, a spreadsheet, Visio diagram or a knowledgebase. The Technology Object Manager functionality of our new tool enables you to assemble all this key information related to a specific object and make that information available to any IT staff member on demand.

Here’s what every ITinvolve Technology Object in your environment is designed to contain:

  • Attributes such as object description, type, location and more
  • Knowledge such as best practice documents, past discussions, links to wikis, tribal knowledge or fragile information important to the object
  • Automations for standard repetitive tasks either through 3rd party applications or scripts related to the object
  • Management Apps that are used to monitor any aspect of the object for performance management, security, compliance, etc.
  • Policies such as security best practices, internal policies, external regulations that relate to the technology object
  • Components that are part of the technology object such as databases, agents and clients associated with an application
  • Key Settings such as permissions to individual files, registry values and access rights to specific database tables associated with the object are captured in the context of a particular policy to prevent misconfigurations that can lead to outages
  • People associated with the technology object are identified including the individual responsible for creating and managing the object along with service owners, CAB representatives, administrators, experts (inside and outside the organization), and other stakeholders

Take a closer look at Technology Objects and Perspectives under the product section of our web site and watch the short video that helps explain how it works.  You’ll see the advantages this new change management tool can make day one.



Itinvolve Launches Breakthrough Social, Federated Management Solution Rendering Current Cmdb Solutions Obsolete

Tuesday, May 8th, 2012

Today, ITinvolve announced general availability of ITinvolve for Social Knowledge ManagementTM, empowering IT professionals with the ability to fully understand their complex IT environments, transparentlycollaborate to build collective knowledge, and effectively assess impacts and risks when making changes, resolving incidents and managing assets. ITinvolve for Social Knowledge Management delivers on the original promise of today’s largely obsolete Configuration Database (CMDB) technologies.

Current tools for managing IT, including CMDBs, service desk tools and trouble ticket systems, lack the ability to provide a sufficient understanding of today’s complex IT infrastructure. As a result, IT professionals spend precious time trying to gain a complete picture of their rapidly evolving environment.

ITinvolve for Social Knowledge Management™ delivers a practical, comprehensive and up-to-date source of information that accurately captures and depicts any IT environment. For the first time, IT professionals gain access to a single source of federated knowledge enabling them to understand characteristics and relationships between physical and virtual devices, applications, policies, business services and people

Use it FREE

Fix the Customer

Wednesday, May 2nd, 2012

Way back when I was first getting started in IT,  I worked at a small computer repair shop in Hackensack, NJ.  I say small meaning their revenues were just a hair north of a million dollars or so.  We did all kinds of things from deploying new Novell servers to printer and computer break/fix stuff to wiring offices to house calls for regular folks who had a broken computer.  I think that Windows 3.11 was being released around then so there was also a lot of training that we were doing on that.

The owner of the company was a great guy.  Very personable and smart as a whip.  Having more of a systems and networking background,  there were a lot of things that I had to learn. He taught me how to fix printers, huge Okidata line printers and HP Laserjets.  Not replace them mind you, fix them – figure out what component was broken and fix it. He also taught me a ton about customer service.  The biggest lesson in the customer service space was this – “Fix the customer”.  Basically, it boiled down to the fact that the problem was not resolved until the customer A.) knew it was resolved and B.) knew how it was resolved.  Depending on the customer, they may not be able to fully understand how it was resolved but they should be made aware of the steps that were gone through.  Leave them smarter than you found them.

I’ve tried to carry this little lesson with me and apply it wherever and whenever I could, be it a sales call,  a support call or (my favorite) just BSing during a break at a conference or at lunch. Knowledge is something that has to be shared in order to be valuable.  If you keep it all inside then what good is it doing?