Just because project benefits are not quantifiable does not mean that the project is not worth pursuing. Create a business case that concentrates on resolving a pressing business need and attach real costs and consequences to not moving forward.

A reactive organizational culture can often be an impediment to service management improvement. Lessons learned by an IT manager at a large health care organization can be applied to organizations with similar challenges. This example...

While having satisfied end users may mean that incident management practices are responsive, it does not mean that the organization's service management discipline is successful. An over-emphasis on one process, such as incident management, can...

When embarking on a service management improvement roadmap, first take stock of the current state. Learn how one organization took a process based approach to improvement, focusing on continuing to improve rather than dealing with isolated issues.

Service management improvement can take years to implement successfully as it requires a fundamental change to the way IT operates. To ensure the process is built into the overall business strategy, build transparency into IT's plans and costs...

Organizations of any size can succeed at application maintenance outsourcing (AMO) by instituting strong governance. Follow the strategies of a CIO, in a small organization in the insurance industry, who used AMO to offload non-core tasks and...

A recent Info-Tech survey found that it is possible to reduce IT costs by outsourcing application development, provided that the outsourcing relationship is carefully managed. Application outsourcing can also be used as a strategy to minimize...

In-Depth Report

Improving agent-facing software usability is a key factor in the contact center productivity picture and provides significant financial payback. Take a lesson from the usability engineering process Apple uses to develop its products, including...