Strategies and Trends for Information Technology Leaders
Many people in IT are confused about the term “IT service”. IT services are comprised of IT systems, and neither the IT system nor its components are of direct value to the consumer. Rather, it is the performance made possible by the IT system that produces a given value for the consumer and that value…
Are you measuring the right things for your e-services? Many CIOs aren’t, and even those who claim to measure IT value and report on e-services understand the concepts poorly. Why is this important? Because customer perception matters and QoE is the most significant single factor in a real-world evaluation of the user experience and, therefore,…
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…
There is a service value chain in which the customer role specifies and funds, the user role consumes, and a producer role fulfills. The term “user” describes the recipient of the benefits a service facilitates. User is a role that interacts with and consumes the service defined and paid for by a “customer” role. In…
A recent Gatner poll, Social Media Cannot Deliver Business Value If Employees Are Denied Access asked 1400 CIO’s whether or not they blocked access to the social web (generic term for social media and social networking.) The results are familiar and shocking at the same time. Over half (54%) say that social web is totally…