Monthly Archives: February 2012

Metrics Roundup: Key Techniques and References

As an IT leader either of a function or of a large IT team with multiple functions, what is the emphasis you should place on metrics and how are you able to leverage them to attain improvement and achieve more … Continue reading

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A Scientific Approach to IT Metrics

In order to achieve a world class or first quartile performance, it is critical to take a ‘scientific’ approach to IT metrics. Many shops remain rooted in ‘craft’ approaches to IT where techniques and processes are applied in an ad … Continue reading

Posted in Best Practices, Building High Performance Teams, Metrics and Process Improvement, Vision and Leadership | Tagged , , | 1 Comment

IT Service Desk: Building a Responsive and Effective Desk

This is the 4th in a series of posts on best practices in the IT Service Desk arena. To catch the previous material, you can check out the first post or you can read through the best practice reference pages … Continue reading

Posted in Best Practices, Building High Performance Teams, Metrics and Process Improvement, Service Desk | Tagged , | 9 Comments

Moving from IT Silos to IT Synergy

We will revisit the Service Desk best practices this weekend as we have several additions ready to go, but I wanted to cover how you, as an IT leader, can bring about much greater synergy within your IT organization. In … Continue reading

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IT Service Desk: Delivering an Outstanding Customer Interface

This is the 3rd in our series on IT service desk best practices. As we mentioned in our previous post, the Service Desk is the primary daily interface with IT customer. It is the front door into IT; however, the … Continue reading

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Real Lessons of Innovation from Kodak

At Davos this past week, innovation was trumpeted as a necessity for business and solution for economic ills. And in corporations around the world, business executives speak of the need for ‘innovation’ and ‘agility’ for them to win in the … Continue reading

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IT Service Desk: Structure and Key Elements

As we mentioned in our first service desk post, the service desk is the critical central point where you interact daily with your customers. To deliver outstanding IT capabilities and service, you need to ensure your service desk performs at … Continue reading

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