Feb201202

0

How Managed Service Providers can Orchestrate Service Delivery at a Single Point of Collaboration

How Managed Service Providers can Orchestrate Service Delivery at a Single Point of Collaboration

Orchestras are conducted from a single point and the conductor is responsible for coordinating and leveraging the talents of each individual musician to create a beautiful symphony that, in the end, will command a standing ovation. In the same way, a successful MSP must be able to coordinate service delivery from a single point in order to effectively govern individual sourced partners for a unified customer experience. Delivering services in this fashion will…(Read More)

Jan201217

0

Implementing Dynamic IT B2B Infrastructure: Why Real-Time Service Level Monitoring is Essential for Delivery

Implementing Dynamic IT B2B Infrastructure: Why Real-Time Service Level Monitoring is Essential for Delivery

As sourcing deals become smaller and more frequent, it becomes increasingly difficult to track and report on service levels. Recently, I was talking to a customer who said that service level reporting isn’t good enough for delivering great service to their customers, they require service level monitoring. I believe that the direction of IT Service Management and SLA Governance is heading increasingly in this direction of real-time service level monitoring and eventually into the domain of predictive analysis…(Read More)

Dec201116

0

4 Essential Multisourcing Optimization Points that will Maximize your Sourcing Agility

4 Essential Multisourcing Optimization Points that will Maximize your Sourcing Agility

Multiple Services, Multiple Parties, Multiple Contracts and Multiple Governance Models are all essential to manage for effective multisourcing and how you choose to manage your multiples will spell the revenue numbers on your bottom line. The term multisourcing itself means a variety of different things to each stakeholder involved in the process, which makes giving the gifts of your service offering especially difficult. Despite the wide range of stakeholder needs and accompanying business changes, there are 4 essential factors to optimize for agile sourcing so that you can deliver on all services. (Read More)

Nov201130

0

Why Simplifying Incident Management Processes with Cloud-Sourcing is like Managing the Contents of a Black Box

Why Simplifying Incident Management Processes with Cloud-Sourcing is like Managing the Contents of a Black Box

Managing incident management in the cloud simplifies ITIL workflow processes, right? From our experience, we’ve seen the number of cloud tools to manage incidents multiply tenfold which means we’re doomed to go through the same boom and bust process as with any new technological wave; first, the period of rapid growth and expansion as everyone hops on the bandwagon and then comes market consolidation period where a few market leaders emerge. So making incident management simple in this case may not, in fact, be so simple and is more like managing the contents of a black box. (Read More)

Nov201124

3

Why Optimizing SLA Management Practices is Essential to Becoming the Preferred Service Provider

Why Optimizing SLA Management Practices is Essential to Becoming the Preferred Service Provider

Products are becoming increasingly homogenous and the services that support those products are now the differentiator for service providers and their end customers. Just think of the iPhone vs. Blackberry war. Blackberry had a similar product offering but had no chance against the power of iTunes and the App Store services. In order to be a boss in this area requires you to be increasing your service levels BEFORE your customers ask. (Read More)

Nov201120

0

9 Reasons Why Building Blocks are Important to Successful Service Management

9 Reasons Why Building Blocks are Important to Successful Service Management

When you were young and a more curious builder, you were infatuated with building materials. Interlocking building blocks made sense but velcro, glue, and cement somehow eluded you. Your models were pretty awesome but scaling up from your lego house was going to require rethinking your process. Even though you’re now a builder of information processes now, does not mean that you should forget to think about what kind of adhesive you’re using to make your information stick. (Read More)

Sep201130

0

How to Successfully Navigate IT Integration for Mergers and Acquisitions

How to Successfully Navigate IT Integration for Mergers and Acquisitions

There are many caveats to any successful merger or acquisition. One critically important facet for successful IT integration is to connect unique servicedesk clients, legacy systems, support centres and various workflows and the best way to do that is by establishing a single point of contact for clients and IT support staff as soon as possible. (Read More)

Sep201115

0

How to Manage IT Service Management Integration for Effective Outsourcing like a Musketeer

How to Manage IT Service Management Integration for Effective Outsourcing like a Musketeer

“All for one and one for all” may cause you to think of the three musketeers but is also relevant to a paradigm shift in the global B2B IT landscape. Companies that have chosen to outsource and maintain relationships with suppliers have traditionally done so through establishing one to one networks. While the system can work, it fails to empower information in a meaningful way. Businesses from around the world and their partners are beginning to realize the synergies associated with real-time service integration in the cloud. Though the more global minded musketeers exist today many miles apart, they are still able accomplish good deeds through choosing to manage their services inside a one for all service delivery framework. (Read More)

Sep201101

0

B2B Service Integration Made Simple Blog Oath

The IT Service Integration blog will be yours and our resource for learning about all things related to IT integration and managing service delivery excellence together with your B2B partners. We have included a list of topics we will cover in greater detail. We look forward to your valuable contribution and learning together. (Read More)

Jul201101

2

Swivel Chair Problem Explained

A swivel chair scenario results when a service provider gives an outsourced service partner access to a ticketing portal to manually key information into their system. The end result is that the outsourced service partner must key information twice; thus swiveling the chair once to input information into the providers ticketing portal and again into their own [...]