Strategies and Trends for Information Technology Leaders
Whether the Cloud is the next big thing or simply an extension of how we work today, one thing is certain: it can optimize service delivery and support with transparency into the processes and metrics surrounding those services. Cloud computing changes the landscape for service consumers, service providers, and the businesses that rely on them….
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…
Successful IT service management (ITSM) builds a bridge between technology services and business leadership, resulting in an ongoing dialogue that promotes new thinking and drives continuous improvement. ITSM is a concept aimed at forging an efficient relationship between IT, its business customers, and its corporate sponsors. Its evolution was driven by the historical problems of…
Like most good things, the development of IT service management (ITSM) processes was born out of necessity. Back in the early 1960s the computer started moving out of the lab and into the heart of mainstream business. Back then only the largest and wealthiest firms could justify having a computer due to the immense costs…
A quick review of the 2009 crop of surveys shows that most U.S. companies spend between two percent and nine percent of their annual revenues on IT-related expenditures; making IT a huge investment. Companies are also demanding more than just cost effectiveness, they want competitive advantage from their IT investments. Unfortunately, however, some 45% of…
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….
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…
The truth is that all IT managers have more to do than they can do. While success comes from focusing on the most valuable things first (and in the correct order) most managers don’t know how to value the IT services they manage. Instead, they choose to do the easy or familiar. Managing IT activities…
IT managers think IT services are different from other services. Not so. To deliver any type of service follows a few identical processes. Not understanding this is the reason for much of the pain and suffering born by IT providers and their users today. Consider: would the owner of a quick oil-change company measure his…