Currently Browsing: Managed Services

Workflow Definition and Golf: Beating Estimates

I enjoy the game of golf despite not being very good at it.  Due to circumstances and connections, I had the fantastic experience of being a caddy for a professional golfer during a tournament.  During the round, he asked me what I did for a living.  After some conversation about my background as a managed services consultant, he looked at me and said “We have a lot in common in that we are both trying to beat...

Creating Timely Status Reporting

It is the fall season and the leaves are changing color.  As year end approaches, maybe it is time to take a cue from the changing colors and consider changing your Status Reporting.  Most outsourcing companies provide monthly status reports on mutually agreed to Service Level Requirements (SLRs) and Key Performance Indicators (KPIs). In most cases the data gathered is already stale and provides a view of the past...

Evaluating Managed Services Metrics (4 of 4)

This is a 4-part blog series covering metrics used in Managed Services engagements.  The previous blog discussed Backlog measurements, providing an overview of all Open tickets as of a certain point in time or date.  In this post, I will discuss the Trending measurements.  This metric provides an overview of all tickets reported, segmented by the month the ticket was created. I had just completed a short...

Managed Services Transition Journey: Transition Work Plan (3 of 3)

This is the third blog in a series that will take us through the phases of the Managed Services Transition Journey as it relates to IT outsourcing. Previously I discussed Definition and Preparation of the Transition. Over the last decade I have worked with numerous clients and completed many large complex outsourcing transitions. One thing for certain is that each transition requires a custom approach depending on...

Evaluating Managed Services Metrics (3 of 4)

This is a 4-part blog series covering metrics used in Managed Services engagements.  The previous blog discussed Snapshot measurements, highlighting which measurements to use and why. When mentoring, I tell people: We learn from the past, we impact the present, and we are measured by future results.  In this post, I will discuss Backlog measurements.  These metrics provide an overview of all OPEN tickets as of a...
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