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"Keeping the program and project objectives visible and applying Potential Problem Analysis and Decision Analysis, we were able to ensure that the disruptions were kept to a minimum."
Resident Engineer
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| KT Review Technology Edition #1: Insisting
on Value...for Service and Support |
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Insisting on Value…for the
Technology Industry
The KT Review Tech Edition features articles and best practices
that focus on improving business performance for global technology and
support organizations. This issue explores rational, systematic approaches
to improving service and support. |
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On the Edge and In Control
Managing the Complexity of Technical Support
by Christoph Goldenstern and Arun Shukla
Using increasingly connected yet disparate technologies, customers expect
their business to be supported homogenously, despite the complexity of
their IT infrastructure. Organizations that are oblivious to the realities
of their customers’ complex, interconnected, IT environments are
at risk—as are those that think they can outsource this complexity.
A common theme that reverberates across our client landscape is that
the technical support function lives on the edge. Can they be in control?
We believe so.
Read this article
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Tool-kit: Your Ticketing Systems Powered
by KT ResolveSM
After successful use of KT ResolveSM on the job, many service and
support clients have asked, “What if our ticketing systems
could emulate KT Resolve?” In fact, benefits have resulted
from KT client-initiated emulation projects and some best practices
for pursuing these projects have emerged.
Read this article
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The Tie that Binds: Using Business Strategy
to Corral Your Projects
By Alan P. Brache
In most organizations, project work proceeds in parallel with—and
takes people away from—ongoing activities. If your organization
is typical, off-line project work is growing geometrically. In this
article, the author raises and answers key questions that can guide
project success. Beyond simply finding answers to the pressing concerns
he describes the 'how' part of getting back in control.
Read this article
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