Desktop Outsourcing
Giga, 11/11/02: Desktop Outsourcing Players: Perot Offers Quality Desktop Services as a Component of Its Infrastructure Offering
Robert McNeill
Perot Systems is an IT service provider with infrastructure outsourcing services that competes for mid-sized accounts in both the United States and Europe. Perot’s infrastructure outsourcing business currently has $360 million in revenues some 30 percent of total revenues. As such, 85 percent of infrastructure outsourcing deals support a desktop outsourcing and help desk component.
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Outsourcing
Infoworld, 11/8/02: Turning to services
By David L. Margulius
UNTIL QUITE RECENTLY, outsourcing was about getting outside experts to do things your organization couldn't do -- or couldn't do efficiently -- on its own. With the advent of the Internet, the proliferation of standards-based interfaces, and the smorgasbord of enterprise IT solutions (application servers and integration architectures, for example) that have come along in the past few years, this is no longer the case. There's very little in IT that a modern corporation cannot efficiently do itself if it really wants to.
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Financial Times, 11/13/02: IBM in talks over $5bn outsourcing deal
International Business Machines has entered exclusive negotiations for a $5bn computer outsourcing contract with JP Morgan Chase, according to media reports.
The seven-year deal currently being negotiated, would cover JP Morgan's retail banking, mortgages as well as trading and securities processing.
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Microsoft
Computerworld, 11/12/02: Microsoft's Ballmer talks up values, need for partnerships
By PATRICK THIBODEAU
WASHINGTON -- Two weeks after a federal judge ruled in favor of Microsoft Corp. in its antitrust case, CEO Steve Ballmer came to Washington today with a New Age-like message stressing integrity, partnerships, the need to act responsibly and the values of company employees.
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ZDNet, 11/13/02: A new way to get Outlook access almost anywhere
David Coursey,
Today I want to tell you about a new service that can give you remote access to your Outlook e-mail, contacts, calendar, and other information through any Web browser, even if your desktop computer sits behind a firewall.
The service is called LapLink Everywhere. For $9.95 a month ($89.95 a year), it lets you connect up to three "host devices"--your home, office, and one other computer, for example--as long as they all have full-time Internet connections.
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IT Management
Gartner, 11/8/02: With Discipline, SMB CIOs Can Achieve More With Less
CIOs must use discipline in planning, budgeting, executing and measuring IT initiatives for small and midsize business to improve the value of established investments and to justify new investments.
Even if there is an economic recovery in 2003, small and midsize business (SMB) CIOs must align with business practices crafted by business executives through the recession, which include justifying each IT investment based on the return to the enterprise while continuing to juggle other IT and management priorities. More demands must continue to be met with less money. By accepting that these realities exist, and they probably will for some time, CIOs need to embrace new processes and practices and develop the competencies required to maintain a high degree of credibility with respect to delivering business value. Although pressure on IS departments may continue unabated, by being attuned to technology trends and astutely disciplined in the planning, budgeting, executing and measuring initiatives, SMBs will be well positioned to succeed and deliver more with less.
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IT Support
Giga, 11/8/02: ‘Must Have’ Investment for Help Desks and Service Centers: Comprehensive Metrics Program
With help desk and customer service budgets either flat or declining, companies tend to prioritize service and e-service projects by their anticipated return on investment (ROI) for deflecting calls or increasing agent productivity. But before deciding whether to allocate resources for a support or e-service automation project, the first priority should be to establish a formal metrics program for the help desk or customer service operation. Without adequate metrics tracking, companies cannot identify the areas in which automation would have the biggest impact, and cannot accurately measure the benefits received from any new products or processes.
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Giga, 11/11/02: Service-Level Agreements Are Also an IT Management Tool
Service-level agreements are often seen solely as a contract between the business and IT side of the house — proof that IT is fulfilling its promises on performance and availability of applications and other services. There is another side to managing these SLAs: they must also be considered management objectives for IT operations on the way to continuously improve operational processes.
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Giga, 11/8/02: Infrastructure Service Assurance: What Does the Future Hold?
Jean-Pierre Garbani
The “IT infrastructure managed as a service” message is clearly gaining ground, simply because it makes economical sense, both at the business level and at the IT operation level. The main drivers of progress are typical of a maturing industry: on the one hand, the economic value of IT as a business tool requires more and more sophisticated functions that must be provided at a near constant level of service, and on the other hand the cost of delivering these functions has to be constantly reduced to maintain a competitive business value. Given the condition of infrastructure management today, most of the coupling between identification and correction of a problem still requires skilled human intervention, and this is where many improvements in service quality and cost can be obtained. Figure 1 shows the typical causes of network outage.
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Meta, 10/16/02: New-Age Support Requirements
Service Management Strategies
Michele Hudnall
IT service and support demands will double as adoption of remote workforces, handheld personal devces, and wireless devices grow through 2004.IT service and support organizations must define service catalogs and incorporate service levels and service processes (problem and incident management)to enhance service and support capabilities to the organization ’s diverse requirements.
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