For nearly two decades, Department of Defense (DoD) personnel seeking access to information systems have grappled with a cumbersome account request process known as the “System Authorization and Access Request (SAAR),” more commonly referred to …

I am often disappointed with customers’ low expectations of IT consulting firms. Personally, I like to frequent businesses that care about their customers, care to do it right, and offer something that memorably improves my …

You invest in ITSM solutions to achieve business outcomes – perhaps it’s to lower operational costs, improve customer experience, or reduce compliance risk. After successfully implementing these solutions, many customers find that they often fail …

“The single biggest problem in communication is the illusion that it has taken place” – George Bernard Shaw In thousands of conversations with IT organizations of different sizes, within various industries, and across sectors, we’ve …

Organizations traditionally pay for outsourced IT work in one of two ways, by the hour for time and materials, or by way of a fixed price for the entire project. There are assumed advantages in …

Organizations purchase software not to implement new software, but to achieve business outcomes, such as improving customer experience, increasing operational efficiency, remediating risk, and reducing operational costs. As project design begins, however, these business outcomes …

An IT project typically follows the Pareto principle, with 80% of the excitement, momentum, and executive sponsorship devoted to the project itself, often resulting in a mere 20% of the output necessary to achieve the …

In many (if not all) of our blog posts, we stress the importance of user adoption in achieving your outcomes. Without it, you won’t; technology doesn’t produce outcomes, people do. In our experience, the most …

Your software implementation is done. You’ve invested a tremendous amount of time, effort, money and political capital (and grown a few more gray hairs) to get to this point. You now (hopefully) have the tools …

The science behind choice reveals that although people are drawn to having choice, having too much of it contributes to anxiety, dissatisfaction, and inaction. Approaching IT project design without considering this paradox will yield underwhelming …

Way back in 1978 there was a Clint Eastwood movie called “Every Which Way But Loose”. That was a lifetime ago technologically, but the title is a great way to sum up the frequent and …

Back in 2017, I spoke at the Hewlett-Packard Enterprise (now Micro Focus) Government Summit in Washington, DC. I was on a panel discussing IT Transformation. The moderator asked me to share my experiences and perspective …