Service Providers Accrue Enterprise Value Benefits from All Clients
By Brett Norgaard Every branch office in an organization can be thought of as “an experiment in productivity” according to Frank Troppe, author of “Branching Out,” the definitive book on branch office...
View ArticleFacebook Has Taken Over the World
A Vision from Down Under By Michael Poole We hear this, even in the antipodes, so often and it may be true, especially for anyone under 40. Why? Well, obviously it provides a way to communicate with...
View ArticleService Providers Innovate in the New World of Multi-tenancy 2.0
Multi-tenancy 1.0 Multi-tenancy has long been the model of the outsourcing industry. Multi-tenancy is usually defined as using a single instance of an application to service multiple client...
View ArticleForrester Research Outsourcing Trends—How Service Providers Can Capitalize
By Brett Norgaard The other day, I had the chance to listen in on Forrester Research Service Provider Analyst Pascal Matzke’s observations on the outsourcing market. He outlined trends that are leading...
View ArticleService Providers—Configure Your Service Processes for Superior Business Value
By Brett Norgaard Over the past year, my blogging has centered on how service providers (internal, shared service, or outsourcers/managed service providers) can save money, reduce risk, innovate,...
View ArticleThree Keys to Making Multi-tenancy Work
There is still some debate over whether multi-tenancy is a prerequisite for cloud computing, but doubters are getting harder to find. Nearly two years ago (an eternity in Internet time), David...
View ArticleThe Fundamentals of Service Delivery
By Brett Norgaard Sound journalism addresses a fundamental set of questions—who, what, where, when, how, and why—in the makeup of a good story. The reader learns facts and gains knowledge from reading...
View ArticleHow to Automate High-Volume Service Item Creation for Faster Service Catalog...
The big challenge in the outsourced service provider world (as well as for internal shared services groups) is quickly delivering customer value by offering specific managed service items faster and...
View ArticleCustomer Satisfaction Soars at ATS with Enterprise Request Management
As noted here before (and here and here), enterprise request management (ERM) is a business-efficiency strategy that reduces service delivery costs while increasing user satisfaction. Combining a...
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