Solution Set

Business Intelligence (BI) has changed in the last ten years. Learn what's new and what could make your BI platform more successful.

Video

At Dreamforce 2011, Salesforce.com unveiled more capabilities in the areas of enterprise collaboration and platform as a service (PaaS). The company is making it clear that it wants to be thought of as a cloud-based strategic partner in the...

Tool

Use this tool to predict the magnitude of hidden costs for your outsourcing project.

Note

Measure, avoid, and mitigate the hidden costs of outsourcing.

London, ON August 09, 2011 - A recent Field Service Automation (FSA) Vendor Landscape report published by Info-Tech Research Group, ranked Metrix, Astea, ClickSoftware and Servigistics as Champions in the FSA software market. These vendors...

Consider Info-Tech's tips and advice for bringing a higher level of service to the Customer Service team.

Consider Info-Tech's tips and advice for bringing a higher level of service to the Sales & Marketing teams.

Tool

A customer-oriented IT department reduces department costs, improves the quality of deliverables, and boosts the efficiency of the IT workforce. There are six core competencies that are essential to service orientation in IT. Facilitate these...

Note

A customer-oriented IT department reduces department costs, improves the quality of deliverables, and boosts the efficiency of the IT workforce. This storyboard helps you assess the level of customer service orientation in your IT department,...

Note

End user-IT relationships have an impact on overall workplace conditions. End-user satisfaction with IT service and communication determines the overall end user-IT relationship. Identify what relationship type you are in with the end user and...

Video

Info-Tech research has shown that improving end-user satisfaction with IT results in higher employee engagement, better working conditions throughout the organization, and higher employee effectiveness and productivity.

Video

SaaS ERP belongs on the shortlist for small enterprises and mid-sized divisions of larger enterprises. Make the business case on versatility, not on total cost.

Video

Constraints on budgets, hiring, and facilities are driving more and more businesses to consider outsourcing their Help Desks. While outsourcing is hardly a new idea, many IT leaders are still starting the process without the proper reality check...

Vendor Research

Enterprises of all sizes are evaluating the potential of cloud computing for greater flexibility, speed, and lower costs in service delivery. Platform as a Service (PaaS) is one of three services typically based in externally maintained compute...

Solution Set

Adoption of the cloud has seen incredible growth in the last year, and has passed a tipping point. The impact of adoption will be experienced throughout IT.

Video

Middleware tools provide real-time integration and SOA delivers improvements in IT service quality, agility, and costs. Evaluate these technologies for your organization.

Tool

Use this tool to assess whether a SOA implementation can produce value for your organization. The tool will recommend a SOA implementation or an evaluation of a limited middleware adoption.

Tool

Use this tool to find the ideal integration method for each of the organization's integrations.

Note

Middleware tools provide real-time integration and SOA delivers improvements in IT service quality, agility, and costs. Evaluate these technologies for your organization.

Buyers of SOA technology struggle to reconcile their SOA strategy with other programs, such as BPM.

SOA adoption remains half-hearted. Departments hesitate to use SOA services and secretly develop their own versions on the side.

Solution Set

The organization houses a multiplicity of messaging protocols, making each new application integration a nightmare of confused standards, hardcodes, and unnecessary complexity.

Tool

Service catalogs are as diverse as the organizations that use them. To be effective, service catalogs must include elements that fit the objectives that the service catalog was designed to achieve.

Solution Set

Get to service catalog objectives faster and with less pain by selecting appropriate elements to incorporate into your service catalog project, and determining the appropriate means of service catalog publication.

(27-May-10) What comes first when IT departments strive to develop customer-focused organizations? Is it buy-in from top management or the software tool? At George Mason University in Fairfax, Va., the two concepts work hand-in-glove. Top IT...

IT leaders often encounter a problematic relationship between IT and the business when taking on a new leadership role. This rift can hobble an IT leader's chances for long-term success. An essential early step in healing a weak relationship is...

Establishing operations at the recovery site is only the first half of the work involved in disaster recovery. At some point, services and systems must be returned to primary site facilities to resume normal operations. Repatriation is more than...

Impact Research

IT service management is the new normal. Organizations experiencing increasing business demands, inadequate IT/business alignment and poor performance will benefit from increased service management maturity. Achieving mature ITSM practices leads...

IT leaders often encounter a problematic relationship between IT and the business when taking on a new leadership role. This rift can hobble an IT leader's chances for long-term success. An essential early step in healing a weak relationship is...

Failure to follow proper change management processes when adopting infrastructure change increases the number of enterprise system outages and results in severe impact to the business. Executing proper control and management of infrastructure...