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Author: Ryan Ogilvie

IT User Access Reviews – It’s a dirty job but someone has to do it.

March 22, 2013 Ryan Ogilvie

Under the umbrella of SOX, we may be required to ensure user access is accurately administered in our network and…

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Posted in: Access Management Filed under: Access Management, ITSM

Managing Modes of Escalation

March 20, 2013 Ryan Ogilvie 1 Comment

  I recently was experiencing some issues with my local ISP which required me to contact their customer service line…

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Posted in: Service desk Filed under: ITIL, ITSM, Metrics, Reporting

Change Management – Common Challenges

March 14, 2013 Ryan Ogilvie

I have had the good fortune to work in some environments where the Change Management process has been pretty solid,…

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Posted in: Change Management Filed under: Change Management, ITIL, ITSM

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