|
Help Desks Are Not
Performing Well
IT Service Management is
impacted by the
recession |
|
 According
to a study conducted by
a research firm, only
53 percent of IT users'
surveyed were satisfied
with their help desk
support.
Areas such as resolving
users' requests in a
timely manner and
successfully resolving
an issue on the first
call were identified as
key opportunities for
improvement.
The Help Desk is the
basis for IT Service
Management and meeting
the ITIL and ISO 20000
standards. A good help
desk will:
-
Quickly resolve
technical problems
and save time;
-
Rapidly resolve
complex,
mission-critical
incidents; and
-
Handle increasing
call volume without
increasing budgets
Read on.... |
|
Technology Investments
Approaching the Point of
Diminishing Returns
ROI is the Metric of
Choice |
|
 According to IBM, over
the last ten years
enterprises worldwide
have transformed the way
they do business by
investing trillions of
dollars in IT. They have
expanded their
marketplace reach while
working more closely
with customers and
suppliers. The most
innovative of these
companies have created a
substantial competitive
advantage in the
marketplace to their
target audience.
Paradoxically, while IT
investment has been
repaid many times over
in accelerated times to
market, improved
customer relationships
and IT Hiring faster
supply chains, it has
precipitated an
exponential growth in IT
assets that threatens
future gains. The
proliferation of assets
has increased the
complexity of the IT
environment, raising
operational and
administrative costs and
reducing infrastructure
productivity.
These three trends are
seriously constraining
the ability of CIOs to
deliver new
applications, support
business expansion and
align IT with overall
business strategy. There
is increasing concern
that IT investment is
approaching the point of
diminishing marginal.
Read
on..... |
