11
Jan
4 Pitfalls to Avoid When Defining IT’s Mission in the Digital Age
Agreeing on a mission statement is a healthy, worthwhile exercise for any organization or department. IT is no exception. The IT mission is a clear...
Read more14
Dec
How Amica Reshaped Its IT Processes: An Agile Adoption Case Study
Rhode Island-based Amica Insurance provides auto, home and life insurance nationwide and employs more than 3,800 people in 44 offices across the U.S. Amica was...
Read more16
Nov
Improving Delivery Through Empowerment: 4 Steps to Empower an Agile Team
Your company is moving to Agile from waterfall, and you want to ensure a smooth transformation that keeps projects healthy. As a scrum master working...
Read more9
Nov
When New Technology Causes Productivity to Plummet
Technology is expected to enhance productivity Most business cases for technology investments include “productivity gains.” Even when no formal business case is created or communicated,...
Read more2
Nov
A Maturity Model for Vendor Relationships: You Can’t Marry All of Them
Vendor management is an internal IT function that often has room for improvement. A maturity model is a helpful tool for evaluating the state of...
Read more27
Jul
No More Excuses: IT Initiatives Must Deliver Measurable Business Outcomes
Delivering on scope, on time, and on budget aren’t enough. Internal customers want tangible results from IT. They want real value. But too often, those in...
Read more30
Mar
The Keys to Managing Your Outsourced IT Resources
Congratulations! You’ve decided to outsource some of your IT services, based on a sound resourcing strategy. And you’ve found a reliable outsourcing partner. Now you need...
Read more5
Jan
Fixing Internal Customer Satisfaction, One Budget Line Item at a Time
For the IT organization’s internal customers, satisfaction is a reflection of the perceived value they get for the money they spend. The most successful guiding principle for...
Read more29
Nov
PODCAST: IT Outcomes & Internal Customer Satisfaction
I was pleased to be interrogated – er, interviewed – by the talented Cassie Crossley on her new podcast, Tech Leaders Today. Please take a listen...
Read more4
Nov
IT Can’t Please Everyone
Sorry to break it to you this way. It’s a fact of life: IT cannot complete its work faster than the business can think of it....
Read more15
Apr
QC, QA, and Cost of Quality
Tweet: QC, #QA, and Cost of Quality | #Abraic blog @mpapov http://ctt.ec/dq0do+ Quality Is What the Customer Says It Is All customers, regardless of industry...
Read more22
Feb
Establishing SLAs for Internal IT Services
Service Level Agreements (SLAs) are standard for measuring performance of an outsourced service. But what happens when an IT service is managed internally? How are...
Read more
