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14 Tips for a Successful IT Infrastructure Library (ITIL) Implementation
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For every successful IT Infrastructure Library (ITIL) implementation, there's (at least) one that doesn't go so well. Resistance to the structure imposed by ITIL, from business users and/or IT staff, can be a big problem. So how can you increase your chances of winning ITIL acceptance in your organization? Click through for 14 tips Ann gleaned from analysts and IT professionals who have been involved in ITIL initiatives.
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[Full Article]
Aug-14-2010 |
CFO: IT's New Boss?
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At a time when automation of business processes was the biggest fad among large enterprises, it was natural for CIOs to report to CFOs because such transformations occurred mostly in the areas of finance, such as in deploying accounting packages. In addition, according to a recent Gartner survey, all of those who responded that they are not currently reporting to the CFO said their IT organizations are better off under the CFO.
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[Full Article]
Aug-14-2010 |
McKinsey on the Future of IT
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For decades IT has been a major driver of efficiency. In the future it may be a major driver of growth as well. That fundamental shift means that IT organizations will be central to change, but they also will undergo significant changes themselves. They will be called upon to innovate and experiment to drive incremental growth, to bridge intellectual resources in unusual ways and to facilitate broad-based changes that extend well beyond just IT. Forbes caught up with Michael Chui, senior fellow at the McKinsey Global Institute, to discuss these shifts.
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[Full Article]
Aug-14-2010 |
How to Drive Intelligent Customer Conversations
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In today's fiercely competitive marketplace, you must take full advantage of each customer interaction. This means developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. Very simply, it means getting the customer experience right. Obviously, contact center personnel, and the technology around them, make the difference in enhancing the customer experience. But many companies lack the technology to maximize their agents' abilities and as a result, it often requires several interactions to get things done. On the other hand, excellent customer service pays rich dividends.
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[Full Article]
Aug-14-2010 |
Selecting a Knowledge Management Tool for Your Contact/Support Center
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The smart support center/contact center manager knows that knowledge management, and not case resolution, is the critical process in support organizations. Good knowledge management ensures that we don't reinvent the wheel every time a customer asks a question. Indeed, good knowledge management allows the customer to instantly recognize a solution to the problem, if one exists, without having to ever contact the support organization. But not all knowledge management initiatives are successful. So what can you do to ensure that your initiative will succeed and you will pick the right technology?
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[Full Article]
Aug-14-2010 |
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