Your macro picture provides a great deal of information and is the best single-page article I have read this year. The following excerpt is a jewel:
"So it's perhaps no wonder that one widely debated issue--offshore outsourcing--rose to the top of the list in terms of importance among respondents to InformationWeek's informal online poll."
Political football? You bet. InformationWeek calls it like it is, which is what great journalism is all about.
Independent IT Research Analyst, Princeton, N.J.
Reward The Front Line
The Secret CIO column is spot on ("Superior IT Service? Get Help-Desk Superstars," July 12, 2004). I have believed this since the first time I hit the collision of marketing hype about first-rate customer service and the reality of underpaid, high-turnover front-line reps.
I'm anxiously awaiting the next column, when he reveals how he demonstrated the payback from using the best people to solve problems fastest.
IT Specialist, Inovec, Eugene, Ore.
Service Trumps Savings
It's good to know that despite the almost across-the-board call for outsourcing IT services, there are senior managers who are willing to maintain and recognize the value-added benefit of an in-house help desk. The small cost advantage of outsourcing is considerably outweighed if the end user's perceptions of quality and service are downgraded.
Business Line Technologist, Deutsche Bank, New York
The Business of Going DigitalDigital business isn't about changing code; it's about changing what legacy sales, distribution, customer service, and product groups do in the new digital age. It's about bringing big data analytics, mobile, social, marketing automation, cloud computing, and the app economy together to launch new products and services. We're seeing new titles in this digital revolution, new responsibilities, new business models, and major shifts in technology spending.
What The Business Really Thinks Of IT: 3 Hard TruthsThey say perception is reality. If so, many in-house IT departments have reason to worry. InformationWeek's IT Perception Survey seeks to quantify how IT thinks it's doing versus how the business views IT's performance in delivering services - and, more important, powering innovation. The news isn't great.