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Precise, actionable suggestions and guidance to improve the success rate of IT projects.
Abstract: The current success rate of IT projects, from a business perspective, is an abysmal 25%. This paper contains the collected wisdom of over seventy senior IT executives and CIOs regarding the most effective ways to avoid pitfalls and ensure that your project succeeds.
Make your support operation more efficient and increase customer satisfaction.
Abstract: Why is support so often perceived as broken? The answer is that effectively managing a support organisation for even a simple product is difficult, and managing support for a complex product or service is as tough as it gets. This paper discusses the challenges involved in managing a sophisticated support organisation and the key strategies for dealing with those challenges.