Service management

The New Age of Service

The New Age of Service

We most We most certainly live in a service-oriented world. When you get right down to it, everything is a...

Executive Insights

Defining the Service-Oriented Enterprise

It is imperative that IT becomes the backbone of the modern enterprise! But this major shift is not necessarily hard-wired....

Service Automation

Service Management Across the Enterprise

Managing and automating service is the next major software frontier in the enterprise. While IT pioneered service models and service...

Executive Insights

Putting the Relationship in Service Relationship Management

Have you ever planned a wedding or witnessed a couple going through the planning process? If so, you know how quickly...

Customer Stories: IT Helps HR Improve Service Experience

Customer Stories: IT Helps HR Improve Service Experience

In my previous blog I wrote about the changing expectations employees have of corporate service providers, especially Human Resources (HR),...

Executive Insights

Satisfied Employees Lead To Satisfied Customers

There is an old adage that goes something like: “Satisfied employees lead to satisfied customers.” I’m unsure of its origin...

This is Not About IT Service Anymore…

Applying Service Oriented Delivery Across Lines of Business at NHS Blood & Transplant “This is not about IT anymore…No, it...

The Other Big Data Problem: Truth or Dare

It’s hard to miss one of today’s biggest technology challenges confronting large enterprises – big data. Companies are amassing vast...

Lightning-in-a-Bottle

Lightning-in-a-Bottle

Why is so much of the IT management focus on costs, cutting costs, taking cost out? Why does IT seem...

1 2 3