Traditional IT services offerings and categories are becoming less relevant. Models that help customers implement and simply manage the software are no longer enough. They do not produce long term sustainable outcomes and customers are justifiably dissatisfied. Right now customers need service providers designed to help them reduce operational complexity, reduce cost, increase compliance, drive…
It’s not easy to change IT project strategy so that the spotlight shines brightly and consistently on the business result. In this article we share 4 ways to drive IT change that leads to results and honors desired outcomes: 1. Identify business outcomes up front to control project scope 2. Track project progress against outcomes 3. Build momentum…
Leading a successful IT transformation at a large institution like the Internal Revenue Service, the focus of the final five years of my government career, is a complex, difficult task, but not impossible. It’s a rewarding journey full of ups and downs that requires patience, persistence, resilience, coalition building, and consistency. When we first started,…
How far would you go for something you don’t believe will succeed? As an IT leader, how much can you push your organization to embrace your project if you, the person who started it, doubt it will achieve its intended purpose? Would you really give your best to something you don’t trust? Not many people…
When we talk to business leaders about technology power users, most don’t know whether they have any, or how to create them. Some have never heard the term. If that sounds like you, that’s a problem – a big one. Because without power users, you won’t achieve full adoption of new technology throughout your organization…
Data about your company’s technology environment can be your greatest ally. It can help direct scarce resources, depict progress toward a strategic goal, or convince the board to invest in a specific area. Without data, you’re working off instinct, keeping your fingers crossed during change related incidents, and trying to justify investment needs with anecdotes…
True or False: First Call Resolution is the best indicator of Service Desk performance and is a good indicator of the quality of service your clients are receiving. Answer: False. While many organizations continue to use First Call Resolution for this purpose, entirely too much emphasis is placed on it. Let’s break it down. First…
As someone who has spent a career in the IT services field, in both the public and private sectors, there’s one thing I’ve seen too often: When it comes to new technology deployments, enterprises fail to understand how important training is to the success of their employees and to the adoption of the tool itself….
Communication between IT and non-IT professionals has never been great, but lately it seems like it’s in a “state of crisis,” as stated by CIO magazine. Only 4 percent of IT leaders surveyed last year described their own teams’ communication with their non-IT colleagues as “highly effective”. This is worrisome not just because it highlights…
