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We have written many articles on information
technology for trade publications. The following is a
representative sample:
SupportWorld Magazine (Published by HDI)
May/June 2006:
Our CEO, Steve Dreyer, discusses "Assessing IT
Operations Using ITIL Best Practices: A 5-Step Approach"
in the May/June 2006 issue of SupportWorld.
"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."
Join Steve in a structured "5-Step Approach" to review
your IT service management function according to ITIL
principles and best practices.
Read Steve's article (PDF).
Read more about SMA's
"5-Step Approach" or contact a consultant regarding an
assessment.
May/June 2004:
SMA's Vice President and Director of Consulting and
Services, John Manna,
discusses "5 Ways to Create a True Partnership Between
Your Support Staff and Your Customers," in the May/June
2004 issue of SupportWorld, the official publication of
the
Help Desk Institute. John's easy to implement and
practical ideas can assist support
managers in raising the level of mutual understanding
and improving the support experience.
Read John's article (PDF).
October 2004:
SMA's Clai Marshall received rave reviews for his article entitled
"Flip It Upside Down" in the October 2004 issue.
As the
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 Clai's article (PDF)
Public Relations Tactics (PR Tactics)
Our article on contact management and sales force
automation was recently 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
Web site development and maintenance projects.
WebMaster Magazine also highlighted our unique Web
site 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.
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