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
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