What Are Beginning Metrics for an Offshore Outsourcing Engagement?
At Computer Aid, we have a saying that you can’t evaluate what you can’t measure. We’ve developed a whole series of measurements for our onshore teams that we regularly report to customers. But what...
View ArticleHow do you know which service metrics to use and how do they reflect your...
Throughout our history, we have consistently focused on software metrics. One of our thought leaders, Manfred Bundschuh, sat down with us and gave us an interview regarding his thoughts on software...
View ArticleWhat Metrics are Valuable to the Typical CIO?
One of the key focuses of any application support effort should be measuring the progress of the support team and reporting to higher management. This begs the question – What metrics would be valuable...
View ArticleCan Just 10 Metrics Show CIOs What They Need to Know?
In a previous post, we quoted from an article that listed 100 different metrics for CIOs. But if we were new CIOs, would that much information be overwhelming? So is there a way to pick just a handful...
View ArticleHow We Provide Visibility, Control, and Optimization to Yield World-Class...
The focus of this blog has been management of IT services, including Application Support. We pride ourselves on our ITIL Application Support Methodology, which gives us the following capabilities that...
View ArticleHow Can Service Management Ease the Transition to Cloud Computing?
One of the newest developments in IT is cloud computing. According to the Finance New Mexico site, cloud computing is “a new generation of computing that utilizes distant servers for data storage and...
View ArticleApplication Support, ITIL, and Measurement and Metrics – How Can I Learn More...
As a sister organization to Computer Aid, the IT Metrics and Productivity Institute’s (ITMPI’s) main goal is to promote best practices in the areas of Software Process, Software Metrics, Software...
View ArticleTracer Product Overview
A ‘best of breed’ tool that manages software maintenance and enhancements in a production environment should offer integrated capabilities and reporting. The functional areas below work together to...
View ArticleCSI Communications: Critical Application Support Knowledge is Becoming Extinct!
If IT professionals do not do something quickly, practical application support knowledge will go the way of the Dodo Bird – EXTINCT! The baby boomers are retiring at an ever increasing rate, critical...
View ArticleCSI Communications: Structuring Meaningful SLA’s for IT Support
Over my 40 year career in Information Technology, I have observed that many IT organizations have focused process improvement and measurement almost exclusively around software development projects....
View ArticleIT Outsourcing
The outsourcing of IT and other services is now a common and established phenomena. It can be viewed in many different ways, but certainly NOT as a route to passing on responsibility for service...
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Article: CIO Magazine –“Knowledge Management – Stop the Bleeding”
Beating the Boomer Brain Drain Blues The oldest baby boomers are six years away from retirement. Will your company continue to thrive if they take their knowledge with them? Here’s how to identify who...
View ArticleTracer Product Overview
A ‘best of breed’ tool that manages software maintenance and enhancements in a production environment should offer integrated capabilities and reporting. The functional areas below work together to...
View ArticleCSI Communications: Critical Application Support Knowledge is Becoming Extinct!
If IT professionals do not do something quickly, practical application support knowledge will go the way of the Dodo Bird – EXTINCT! The baby boomers are retiring at an ever increasing rate, critical...
View ArticleCSI Communications: Structuring Meaningful SLA’s for IT Support
Over my 40 year career in Information Technology, I have observed that many IT organizations have focused process improvement and measurement almost exclusively around software development projects....
View ArticleHow Can Service Management Ease the Transition to Cloud Computing?
One of the newest developments in IT is cloud computing. According to the Finance New Mexico site, cloud computing is “a new generation of computing that utilizes distant servers for data storage and...
View ArticleTracer Product Overview
A ‘best of breed’ tool that manages software maintenance and enhancements in a production environment should offer integrated capabilities and reporting. The functional areas below work together to...
View ArticleCSI Communications: Critical Application Support Knowledge is Becoming Extinct!
If IT professionals do not do something quickly, practical application support knowledge will go the way of the Dodo Bird – EXTINCT! The baby boomers are retiring at an ever increasing rate, critical...
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