Help Desk
Gartner, 4/15/04: How to Manage Cultural Change When Merging Contact Centers
Many firms hope to consolidate their contact centers. But focusing on the technology may lead you to underestimate your people's resistance to change. We reveal the best practices that can help you avoid costly mistakes.
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Offshoring
The New York Times, 4/22/04: Losing Our Edge?
By THOMAS L. FRIEDMAN
I was just out in Silicon Valley, checking in with high-tech entrepreneurs about the state of their business. I wouldn't say they were universally gloomy, but I did detect something I hadn't detected before: a real undertow of concern that America is losing its competitive edge vis-à-vis China, India, Japan and other Asian tigers, and that the Bush team is deaf, dumb and blind to this situation.
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IT Management
Internetnews.com, 4/21/04: HP Touts 'Internal' Service Providers
By Michael Singer
HP said it is seeing a shift in the way CIOs are handling their IT departments, one that empowers network administrators and points to consolidation as an on-ramp to virtualization.
Whereas traditional applications were separated into distinct silos, such customer relationship management (define) and Web services (define), the Palo Alto, Calif.-based systems vendor said it is approaching companies and organizations in all stages of development with its Adaptive Enterprise strategy.
To wit, the company has set a roadmap that customers can use to move from a basic virtualization environment all the way to a complete IT utility.
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Security
Gartner, 4/15/04: Critical Security Questions to Ask Service Providers
Make security a key criterion when choosing an outsourcer or service provider. Query your provider about the security of its network, platform, applications, operations and end services to ensure the security of your own.
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Future Focused
ZDNet, 4/20/04: Esther Dyson sounds off on offshoring, small business and Gmail
Esther Dyson, newly appointed CNET editor-at-large, gives ZDNet's Dan Farber her views on the politically hot topic offshore outsourcing, technology adoption in small businesses, Google’s controversial new Gmail service and the impact of social networking.
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