How IT Leaders Can Use Past Failure To Fuel Their Future Success

How far would you go for something you don’t believe will succeed? As an IT leader, how much can you push your organization to embrace your project if you, the person who started it, doubt it will achieve its intended purpose? Would you really give your best to something you don’t trust? Not many people…

IT Power Users: Build, Nurture, and Leverage Your Own

When we talk to business leaders about technology power users, most don’t know whether they have any, or how to create them. Some have never heard the term. If that sounds like you, that’s a problem – a big one. Because without power users, you won’t achieve full adoption of new technology throughout your organization…

Leverage Data to Make Informed Business Decisions

Data about your company’s technology environment can be your greatest ally. It can help direct scarce resources, depict progress toward a strategic goal, or convince the board to invest in a specific area. Without data, you’re working off instinct, keeping your fingers crossed during change related incidents, and trying to justify investment needs with anecdotes…

Metrics MythBusters: Stop Measuring First Call Resolution

True or False: First Call Resolution is the best indicator of Service Desk performance and is a good indicator of the quality of service your clients are receiving. Answer: False. While many organizations continue to use First Call Resolution for this purpose, entirely too much emphasis is placed on it. Let’s break it down. First…

Training: Overlooked, But Crucial to New Technology Success

As someone who has spent a career in the IT services field, in both the public and private sectors, there’s one thing I’ve seen too often: When it comes to new technology deployments, enterprises fail to understand how important training is to the success of their employees and to the adoption of the tool itself….

Communication Crisis in IT – How to Fix it

Communication between IT and non-IT professionals has never been great, but lately it seems like it’s in a “state of crisis,” as stated by CIO magazine. Only 4 percent of IT leaders surveyed last year described their own teams’ communication with their non-IT colleagues as “highly effective”. This is worrisome not just because it highlights…

Four Keys for Making the Most of Advanced Reporting

Mark Twain famously said that there are three kinds of lies: “Lies, damned lies, and statistics.” Likewise, there are three kinds of data: “data, data that’s useful, and data that’s leading you down the wrong path.” So here’s a question for you. Is your data giving your company a competitive advantage? Probably not; everyone today…

Why a Bad Software Deployment Is Worse Than Doing Nothing

When companies deploy a new software solution, they do so because they believe it will solve a growing problem, create a new capability, or drive efficiency. Part of your organization’s success may hinge on an effective deployment. If it goes well, that’s great. But if it doesn’t – well, you’re probably worse off than if…

The Real Reason Employees Resist Adopting New Technology

We see it all the time: Organizations spend millions of dollars and dedicate months or years to implementing a new tool, only to see it gather dust shortly after go-live. Business units don’t buy into it and employees don’t use it. Eventually, it’s scrapped. Although many factors contribute to an implementation failure, lack of user…