Tag Archives: MTTR

Jan201217

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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

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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)

Nov201124

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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)

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 [...]