A key mechanism for measuring service quality as part of performance management is to do quality control (QC) audits of service transactions.
Date Published April 3, 2018 - Last Updated December 13, 2018
Organizations want to compare the value and costs of their current on-premises solution to SaaS solutions on the market as objectively as possible.
Date Published March 29, 2018 - Last Updated December 13, 2018
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Date Published March 28, 2018 - Last Updated December 13, 2018
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Date Published March 27, 2018 - Last Updated December 13, 2018
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Date Published March 26, 2018 - Last Updated December 13, 2018
Western Kentucky University’s IT division set out to implement KCS, despite previous knowledge management efforts ending in frustration.
Date Published March 21, 2018 - Last Updated December 13, 2018
Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Date Published March 13, 2018 - Last Updated December 13, 2018
IT maturity is defined by the collective set of IT capabilities; it’s about what the IT department can do for the business.
Date Published March 8, 2018 - Last Updated December 13, 2018
A good SLA provides mutual benefit to both the IT organization and the business it serves.
Date Published March 1, 2018 - Last Updated December 13, 2018
IT workflows need a well-thought-out process of categorization, prioritization, escalation, and alerting developed to meet the needs of the business.
Date Published February 21, 2018 - Last Updated December 13, 2018