Strategies and Trends for Information Technology Leaders
If you manage the delivery of any service from uber-modern SaaS and RIA‘s to human-based service desk and moves/adds/changes to good ol’ e-services such as e-mail, there are just five questions you should ask if you want to deliver the highest quality of experience (QoE): Do you have an agreed plan of action to meet…
In 2001 Apple iPod wasn’t the first portable MP3 player. It wasn’t the first player with a hard disk. Apple wasn’t the first company to release a portable media player (video and pictures, in addition to music). Apple wasn’t the first company to provide an on-line music store. Apple wasn’t the first company to make…
At least it is now. Sure, when business service management (BSM) first came on the scene six or seven years ago, many of us analysts groaned, “Yet another acronym!”. And for a while it seemed to be just that―another acronym squeezed mystically between SLM and BPM (or service level management and business process management) as…
With the adoption of ITIL soaring into high gear, the evolution of the service desk technologies to support the services delivery is a critical step. Vendors are racing to develop service desk technology that align with ITIL processes in order to provide additional value and enable organizations to transform their IT departments into service organizations….
Does your organization have a high success rate in delivering IT projects? If the answer to this question is “No”, then it’s probably safe to assume that the project management maturity level within your organization is low. As a former CIO I know project management is one area that many CIO’s tend to take for…
While mid-tier CIOs face dramatically more resource constraints than their large-enterprise counterparts, the issues and demands they face in delivering and managing IT services are surprisingly similar. This has shown to be true based on years of quantitative data analysis, focal interviews, IT consulting engagements and just common sense. If anything, global pressures on smaller…
The year 2008 saw economic turmoil all across the world as developed countries are gripped by recession. Even the fast growing countries like India and China slowed down significantly. The year 2009 is not going to be any better as pundits predict that it will take at least the first nine months to recover. Though…
Now that you’ve decided outsourcing is an option you want to pursue, you’ll need to find a service provider to meet your company’s needs. A number of factors need to be considered when choosing a service provider. Are they a true partner? First and foremost, you must determine whether you want a partner or a…
A new new Enterprise Management Associates (EMA) study has found that overall success rates for business service management (BSM) initiatives are high, with 89% of respondents indicating that their BSM initiatives met or exceeded expectations. The study also uncovered the top factors that helped these real-world organizations avoid failure and achieve success with their BSM…
Organizations are waking up to the costs associated with operating and maintaining applications in production. And the Green IT movement is highlighting the environmental issues and hard accounting costs associated with the electricity consumption of data centers. While there are many vendors frothing at the opportunity to sell technical solutions, there are, in fact, many…