SMA has written many articles on IT reporting, business intelligence and service desk solutions.  The following is a representative sample:

3 Ways to Improved IT Reporting
Looking for a successful reporting overhaul?  Report deployment challenges are common to many organizations and the components necessary to bring about change sometimes seems elusive.  This article describes the 3 practical steps you need to take to improve your IT reporting initiative.  Read the article.

Implementing an IT Support Metrics and KPI Program
HDI's SupportWorld Magazine, November/December 2009 issue

"Metrics are necessary for reporting on the activities of the service management department.  But all the reporting in the world will not help you provide excellent support unless you have a method to
capture relevant data and a goal-related program for the metrics you report on."

This article introduces a practical approach to metrics and KPIs (key performance indicators); it explains the difference between metrics and KPIs and why they are both essential when reporting on your IT service desk.  Read the article.

Assessing IT Operations Using ITIL Best Practices: A 5-Step Approach
HDI's SupportWorld Magazine, May/June 2006 issue

"ITIL is important to providing quality service support and delivery.  But it is not a "one-size-fits-all" solution.  While it may be the fashion of the day, many organizations find it difficult to implement."

This article talks about a structured 5-Step Approach in relation to your IT service management function according to ITIL principles and best practices. Read the article.

Read more about SMA's "5-Step Approach" or contact a consultant regarding an assessment.

5 Ways to Create a True Partnership Between Your Support Staff and Your Customers
HDI's SupportWorld Magazine, May/June 2004 issue

These easy to implement and practical ideas can assist support managers in raising the level of mutual understanding and improving the support experience.  Read the article.

Flip It Upside Down
HDI's SupportWorld Magazine, October 2004 issue

This article received rave reviews.  As the SupportWorld editor, Julie Neider, said:

"I think you’ll enjoy this issue. I’m particularly fond of “Flip It Upside Down.” Members of the New England chapter participated in this activity, and it adds a whole new spin to the way we look at things.  Sometimes looking at solutions from the bottom up brings our own perspectives into focus…seeing things as they might be (however ridiculous), makes us realize the best solution. I think this advice sums it up: “Don’t get stuck in a rut and continue to think outside the box.” 
Read the article.

Public Relations Tactics (PR Tactics)
Our article on contact management and sales force automation was published in this national journal for public relations professionals.  This article identifies ways in which the right technology can enhance business processes that depend on maintaining relationships with customers and prospects. Contact us for reprints.

Beyond Computing Magazine
Two of our top consultants were published in the October 1997 issue of Beyond Computing Magazine (copyright IBM Corporation). The article, entitled "How Good Is Your Website" highlights our internet and intranet development methodologies.
Contact us for reprints.

WebMaster Magazine
Our CEO, Steve Dreyer, co-authored an article in this national magazine, entitled
"He Who Staffs Last."  This article describes issues related to supporting website development and maintenance projects.  WebMaster Magazine also highlighted our unique website evaluation methodology in its November 1996 issue (page 14, "Be All That You Can Be"). Contact us for reprints.

Network Management Systems & Strategies
This biweekly guide to new products, technologies and management techniques referred to an SMA presentation at InterOp related to developing, managing and maintaining a corporate technology help desk. Contact us for reprints.

Gartner Group Report
The Gartner Group, a prestigious management and information technology consulting firm, regularly highlights product and service companies in their special reports. SMA was recognized for our staffing analysis and management methodologies.
Contact us for reprints.