30
Oct
The Hidden Benefits of a Customer-Focused Culture
Being focused on customers isn’t a unique organizational trait. Almost everyone in business claims to be customer-focused in one form or another. Some even consider...
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 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 more29
Jun
Shining a Light on Shadow IT
Too often, Shadow IT systems—those not authorized by IT—are used by the business to perform work. Here are a few common examples: A cloud storage system (such...
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Apr
10 Ingredients of a Successful User Acceptance Test (UAT)
The User Acceptance Test (UAT) is a critical component of any IT implementation. The goal of a UAT is to validate if a system or...
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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...
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