SLM and BSM: The Future of IT Management. Are you Ready?
[ Source: ASG ]
April 2008-
Driven by globalization and competition, businesses increasingly look to IT to enable them to quickly adapt to changing business conditions, speed the delivery of products and services, and automate processes, all at lower costs. Additionally, service quality and positive customer experiences are also top priorities. The only way to meet these expectations is to cohesively manage IT—across the enterprise—from a business service point-of-view
How Executives and Boards Can Help Improve Large Technology Projects
[ Source: Brand Velocity ]
October 2008-
Project failure in large enterprise technology projects is, unfortunately, very common from an operating and financial perspective. In fact, independent studies have shown that 7 in 10 technology projects struggle – or fail completely. With millions of dollars, key resources and company reputations on the line, a 30% enterprise project success rate is alarming. However, large-scale technology project failure is not inevitable – nor irreversible – if the right steps are taken. In ....
Customer Service Portal Taps Microsoft's .Net 3.5
[ Source: Fulcrum Logic ]
October 2008-
A Web-based customer portal built on Microsoft's .Net 3.5 platform is helping an insurance industry giant with customer retention and brand management.
Fulcrum Logic’s proven delivery capability and strong commitment to leverage the right skills in the right place at the right time and cost resulted in a highly successful collaborative effort with the client team. While combating aggressive timelines, Fulcrum mobilized a committed team structure comprising business, technical and subject matter experts ....
ITIL Version 3 - What The Changes Could Mean To You
[ Source: Global Knowledge ]
July 2008-
The IT Infrastructure Library® (ITIL®) v3, released in 2007, is an exciting major overhaul of the previous version. Its focus on managing IT along business lines and a movement away from strict process control is having a dramatic impact on the entire IT industry.
An enhanced and clarified descriptive core, more prescriptive additions, better guidance on business alignment, and recent international standards approvals move ITIL from a "nice to have" to a ....
Improving Bottom Line Performance Through Precision Forecasting And Scheduling
[ Source: GMT Corporation ]
March 2009-
Whether in a contact center or bank branch environment, workforce managers everywhere face the constant challenge of balancing the yin and yang priorities of service levels and labor costs. This is especially true in today's economic environment where inaccurate forecasts can lead to poor scheduling decisions and can have dramatic impact on bottom line profitability. In this guide, GMT Corp. analyzes how to improve bottom-line performance in contact centers and bank branches through precision forecasting ....
SaaS for IT Service Management
[ Source: HP ]
April 2009-
It is tempting to react to the downturn in the economy by cutting costs across the board, including investments in customer satisfaction. However, customers will not put up with poor service in any economy. Investments in service management today will not only lead to improved customer satisfaction, but ultimately customer retention.
Of course, these investments must be made wisely. One attractive option is to deploy service ....
How IT Leaders Are Capturing Missed Savings
[ Source: ICG Commerce ]
November 2009-
According to The Hackett Group, three in four companies have failed to drive enough SG&A reductions to offset declining revenues. Facing increased pressure for cost reductions, IT leaders from companies like Whirlpool, Kimberly-Clark and Hertz are responding by gaining greater control over project expenditures – a large but largely under-managed area of spending.
According to a recent performance study, IT organizations typically "self-source" these purchases (e.g., custom software applications, one-time hardware ....
Performance Review Bolsters COTS-based System Architecture
[ Source: Infosys Technologies ]
June 2008-
Commercial, off-the-shelf (COTS) software has gained popularity as an approach that economically and quickly creates software systems that address business needs. The saved development time and money will be wasted if the performance evaluation of the system is deferred, potentially leading to performance issues in the system. A few areas that can be addressed as a part of the review activity are covered in this paper.
Who Benefits From Outsourcing?
[ Source: Intetics Co. ]
August 2009-
Over the last year, the global financial crisis and recession have resulted in accelerated adoption of outsourcing and offshoring as essential business tools. Companies of all sizes are turning to outsourcing and offshoring to weather the severe economic downturn by reducing costs and overhead and gaining more flexibility in order to ride out the storm. Of course, this raises some key questions: Is outsourcing a good business decision during recessions and other times of crisis? ....
Where in the World is the Best Place to Offshore Your R&D: China or India?
[ Source: Long Circle ]
May 2008-
Whether a CTO is searching for an offshore outsourcing vendor for a single project or a long-term partnership, the vendor's country should be a significant part of the due diligence.