During the last decade, many identity and access management (IAM) initiatives attempted to give the best technical answer to three top management’s concerns: governance, risk management, and compliance (GRC). Even if this direction was the right one, misunderstanding and frustration are too...
Date Published April 30, 2015 - Last Updated April 30, 2015
All software, from simple command line utilities to large-scale corporate systems, needs documentation. It may be done either in the form of several text strings shown in a console window or in the form of thousands of webpages stored on the company portal in a distributed database. No matter...
Date Published April 29, 2015 - Last Updated January 14, 2016
By providing a multitude of web forms that address every likely request and by responding, on average, within one business day, GreyStone Power demonstrated to its customers the value of web-based requests. And, by providing service representatives with an easy to use tool for organizing,...
Date Published April 29, 2015 - Last Updated April 30, 2015
Today, the business world is undergoing a significant transformation thanks to a set of technologies collectively known as "Web 2.0." Web 2.0 describes a set of next-generation Internet technologies that make it easier to create online applications that behave dynamically, much like traditional...
Date Published April 29, 2015 - Last Updated January 14, 2016
If you haven't figured out a meaningful way to measure each strategic goal and supporting initiative, it doesn't belong in your plan. If you're not tracking it via your scorecard, don't keep it. If it's not worth the time to measure and track, it doesn't belong in your strategic plan.
Date Published April 29, 2015 - Last Updated April 30, 2015
Many outsourcing agreements provide clients with the right to benchmark price and service levels. Some clients struggle to successfully gain the benefit of benchmarking. Contrary to popular belief, the primary obstacle to a successful benchmark is not the service provider, but the benchmarking...
Date Published April 29, 2015 - Last Updated January 14, 2016
Whether you're buying for the first time or just replacing your current system, this white paper aims to provide concrete advice on buying and implementing a help desk system. Below, we have condensed the information and focused on what really matters—and, equally important, on what to...
Date Published April 29, 2015 - Last Updated January 14, 2016
When you shop online, you probably gravitate toward those vendors that provide a catalog of requestable services listing all of the products they offer. Usually, this catalog includes a brief description of each item, its price, and its delivery time. From the catalog, you easily drill down for...
Date Published April 29, 2015 - Last Updated April 30, 2015
Focusing on IT value to the business—at the least cost and amount of time—requires a different view of IT service management, one from a business-value perspective or a customer-oriented approach. Successful IT organizations redirect focus to business transformation and business growth...
Date Published April 29, 2015 - Last Updated January 14, 2016
While large enterprises have a well-defined security mechanism in place with dedicated personnel to look after it, in most SMBs the scenario is less organized, short-staffed, and under-equipped. They have a small number of IT staff who manages to give only a portion of their time towards the...
Date Published April 29, 2015 - Last Updated January 14, 2016