One dark cold night, three men are quietly sitting deep in the woods, somewhere in the Appalachian mountains. They listen intently to every noise, then from a distance they hear a sound…
Author: Marcel Shaw
Marcel Shaw is a technology blogger focusing on ITSM, ITAM, and Endpoint Management at marcelshaw.com. Marcel has worked as technical consultant for more than 25 years for industry leading IT companies with a focus on United States government agencies. Marcel's experience also includes working as a legal expert witness for IT management. Marcel writes about industry technology trends and best practices. He incorporates his views and his many years of experience to provide unique technology advice for people that manage and support IT solutions.
Marcel Shaw graduated from Brigham Young University in 1991.
Marcel has worked in both pre-sales and post-sales roles for companies such as Softsolutions, Novell, Dell, Softricity, Gateway, Landesk, and Ivanti.
Marcel’s expertise and experience include networking technologies (LAN, WAN), IP infrastructure. Internet Caching technology, Storage and Fibre technology (SAN), Security Standards and Technologies, Document Management, Directory Services (NDS, AD, LDAP), Federal Security Standards and Requirements (DIACAP, FDCC, USGCB), ITIL, Asset Management (ITAM), endpoint Management, and endpoint security.
Marcel has worked extensively with United States federal agencies solving IT problems. These agencies include USDA, NIST, FDA, DEA, DHS, FBI, DHA, Whitehouse Communications, Army, Air Force, Navy, Joint Task Force, NIH, Social Security Administration, IRS, NOAA, and FAA among others.
Three Keys to an Efficient ITSM Self-Service Portal
Traveling can be quite stressful, especially when visiting unfamiliar places. Many years ago, when I rented a car, I would ask for a map and directions. Even though I had a map,…
Help Desk vs Service Desk: What’s the difference?
In my first IT job, I worked as a Help Desk Analyst. I supported a software package that tracked individual documents when DOS was predominantly used as the operating system on most…
Three Reasons Government Needs ITAM
Several times a year, I take Constitution Avenue in Washington, D.C. on my way to visit government agencies. It is a beautiful city with many beautiful buildings and museums. Prior to my…
Three ITSM Projects for Your Five-Year Plan (PART 5 of 5): Self Service
I’ve had to travel a lot throughout my career in technology. Years ago, I remember having to stand in line at the airport to get my boarding pass. Then, when the internet…
Three ITSM Projects for Your Five-Year Plan (Part 4 of 5): Integration & Automation
Recently, I called a company because the heater in my house would continue to operate regardless of the temperature reading. They insisted on having their service technician come to my house to…
Three ITSM Projects for Your Five-Year Plan (Part 3 of 5): Asset Management
When I call my bank for assistance, an automated recording helps direct me to the right person. Recently, I have noticed an increase in ‘intelligent’ automated telephone assistance where the system tries…
Three ITSM Projects for Your Five-Year Plan (Part 2 of 5): Trends
I remember during school in the mid-1970s, we often enjoyed an educational film that felt like a break from the normal school curriculum. The films consisted of a projector, screen, and a…
Three ITSM Projects for Your Five-Year Plan (Part 1 of 5)
Several years ago, when we purchased our house, I envisioned doing several projects around the property, yet here I am almost five years later and everything is still as it was when…
The Good, the Bad, and the Ugly ITAM & ITSM Reports – Can you tell the Difference?
I remember getting my report cards as a child. Report cards could be either good or bad, and sometimes they were just ugly. From an IT perspective, good reports, bad reports, and…