Published by admin on 13 Nov 2009
Is productivity ever a bad thing? Employers seemingly can’t get enough of it, judging by all of the articles published here at IT Business Edge and elsewhere that offer tips on making workers more productive. But you have to wonder if R. Lawson,
Published by admin on 13 Nov 2009
As someone who’s written about the potential of ERP software delivered as a service to steal at least some market share away from on-premise ERP software, I was interested in the seemingly lukewarm showing of ERP on a list showing growth among SaaS
Published by admin on 13 Nov 2009
Escalations are the bane of all service managers and are often a result of poor communications about unresolved customer cases. Keeping customers informed of what you are doing to resolve their issue is key to driving their ultimate service satisfaction. Unnecessary, low value escalations, often times occur when a customer finally gets fed up with waiting for their issue to be resolved or hearing something from the engineer, and escalates their case. These escalations result in higher per case costs, needless interruptions, lower customer satisfaction and frustrated technical staff. So how can you improve customer “Statusfaction”?
Published by admin on 13 Nov 2009
With its emphasis on “continuous” improvement, ITIL is a journey, not a destination. Maybe this is why so many IT organizations seemingly struggle with it. They’re like the impatient dad who wants to get on the road, eschews taking breaks and hates
Published by admin on 13 Nov 2009
Listening is not the absence of talking, but the presence of attention. Listening is not simply hearing, it is a matter of understanding. It requires participation, action, and effort. Listening is the glue that holds conversations together. And it is absolutely essential for effective leadership. Here are 10 valuable tips to increase your listening skills…
Published by admin on 13 Nov 2009
“Flexible” is a word that’s rarely applied to the traditional waterfall software-development process, which may be one reason traditional development methods appear in many cases to be taking a back seat to Agile development, which promises quicker and
Published by admin on 13 Nov 2009
A little over a month ago, IT Business Edge’s Mike Vizard called for an Time for Overdue Review of Government IT. He cited Congressional testimony from the inspector general for the Securities and Exchange Commission, during which the official faulted
Published by admin on 13 Nov 2009
If you’re thinking of migrating at least some legacy applications to the cloud, you may be dealing with the same concerns as many of your peers: integration, security, total cost of ownership, reliability, licensing. Wait, licensing? Doesn’t moving
Published by admin on 13 Nov 2009
Despite the fact we’re coming off a year filled with economic uncertainty — or perhaps because of it — software-as-a-service appears to be on a roll. Gartner expects worldwide SaaS revenue to hit $7.5 billion in 2009 , a 17.7 percent increase over
Published by admin on 13 Nov 2009
OK, we all know e-mail can be an incredible compliance hassle. As IT Business Edge’s Lora Bentley wrote about a month ago, employees can thwart e-mail management and retention policies , either through willful disregard or (as in the case cited in