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Keys to IT Process Maturity

By on December 15, 2011 in IT Outsourcing, ITIL, Top 5

CPfauser

CIOs seeking to optimize operational efficiency often rely on strategies and frameworks such as ITIL and COBIT. But deploying a process improvement initiative or set of tools isn’t enough.  True enterprise-wide process maturity is characterized by clearly defined activities, functions, roles, and responsibilities. This enables the IT organization to quickly address performance issues, identify root causes, and prevent recurring problems.…

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Keys to a Smarter Help Desk

By on August 19, 2011 in Help desk, IT Outsourcing, ITIL, Top 5

CPfauser Most well-managed IT Help Desks are very good at meeting targets for basic performance metrics such as resolution rate and average handle time (AHT).  But while these measures assess the efficiency of agents in handling contacts, they potentially miss an opportunity to be effective in improving operational performance.

In fact, some metrics can create incentives to leave problems unaddressed.…

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Being a Hero vs. Doing Things Right

By on May 17, 2011 in ADM, Benchmarking, Call Centers, Governance, Infrastructure, IT Outsourcing, ITIL, Offshoring, Outsourcing, Service Providers, Sourcing

Chris_Pfauser_052109Let’s say you’re a talented and ambitious young IT professional. Late one Friday afternoon, the VP of sales corners you in the hallway and says his laptop has crashed, just as he was finishing a presentation for a Monday morning meeting with a new customer.

Do you:

A: drop everything and restore the document, even if it means calling in colleagues and working over the weekend.…

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Why the Service Catalog is More than Just a Menu

By on April 1, 2010 in IT Outsourcing, ITIL, Top 5

by Martin Stacey, Director, TPI

Martin_Stacey

In the current IT marketplace, the service catalog is becoming a critical part of an evolving framework for effective IT service management focused on delivering a customer-centric order-to-invoice experience.

The service catalog is more than just a standalone procurement tool. It is evolving into a “menu” that describes to IT customers and users their choices.…

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