Rather than the integration of technologies, it's the integration of the IT department with the business organization that challenges so many companies. Despite the efforts of IT and business leaders alike, it remains hard for many IT departments to work in partnership with the business in the...
Date Published April 29, 2015 - Last Updated January 14, 2016
Measurements in support center operations can be useful for identifying required resources for staffing, determining schedules, calculating return on investment, measuring agent and support center performance, justifying needed changes, and understanding organizational productivity. The approach...
Date Published April 29, 2015 - Last Updated January 14, 2016
There are many compelling reasons to launch a webinar program, but there are expenses and time investments that are not immediately obvious. To minimize surprises and achieve expected results, carefully evaluate your internal capabilities and outsource where necessary.
Date Published April 29, 2015 - Last Updated January 14, 2016
Many outsourcing agreements provide clients with the right to benchmark price and service levels. Some clients struggle to successfully gain the benefit of benchmarking. Contrary to popular belief, the primary obstacle to a successful benchmark is not the service provider, but the benchmarking...
Date Published April 29, 2015 - Last Updated January 14, 2016
Whether you're buying for the first time or just replacing your current system, this white paper aims to provide concrete advice on buying and implementing a help desk system. Below, we have condensed the information and focused on what really matters—and, equally important, on what to...
Date Published April 29, 2015 - Last Updated January 14, 2016
When you shop online, you probably gravitate toward those vendors that provide a catalog of requestable services listing all of the products they offer. Usually, this catalog includes a brief description of each item, its price, and its delivery time. From the catalog, you easily drill down for...
Date Published April 29, 2015 - Last Updated April 30, 2015
For years organizations have struggled with the concept of change. We know that we need to change; we just don't do a good job of planning and managing change within the IT organization. With the introduction of ITIL v3, three new concepts have been brought to light that will help your...
Date Published April 29, 2015 - Last Updated April 30, 2015
Service-oriented architecture (SOA) promises to deliver exceptional flexibility and cost savings to IT by defining a methodology for the use and reuse of software components and business processes. SOA focuses on bridging the gap between business processes and IT through well-defined,...
Date Published April 29, 2015 - Last Updated January 14, 2016
For many enterprises, service catalogs can be a double-edged sword. They allow you to automate and publish, via the web, access to a vast library of applications and corporate information to both internal and external constituencies. Yet access to anduse of those applications and corporate...
Date Published April 29, 2015 - Last Updated April 30, 2015
In many large organizations, the role of the IT function is poorly communicated and hence misunderstood. IT groups often view business users as overly demanding and under appreciative, while users perceive IT as reactive and defensive. In recent years, frameworks such as ITIL have emerged,...
Date Published April 29, 2015 - Last Updated January 14, 2016