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...

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...

Evaluating Managed Services Metrics (2 of 4)

This is a 4-part blog series covering metrics used in Managed Services engagements.  The previous blog discussed how the effective collection and use of metrics is critical in handling the delivery of Managed Services engagements.  Without knowing where you are, it is impossible to identify and track potential improvement opportunities.  In this post, I will discuss Snapshot measurements.  This metric gives an...

Evaluating Managed Services Metrics (1 of 4)

In 1973, my family first visited Walt Disney World in Florida. At that time, you had to purchase tickets for the rides with the number of tickets for each ride determined by its “category”. My parents spent a significant amount of time standing in line in order to purchase tickets while always keeping the balancing act in mind: purchase just the right amount of tickets so there were no leftovers. After we were...

Successful ERP Implementation in Local Government

Successful ERP Implementation in Local Government Local governments are turning to Enterprise Resource Planning (ERP) systems to provide business support and reporting. ERP implementation may become a necessity to compensate for reduced funding and government that is more efficient. Government environments face unique and complex challenges in the successful implementation of integrated systems.  Public sector...

The future of the Data Center as a CIO Asset

Today’s IT department is seeing the presence of a data center disappearing in more ways than one. Most desktops, laptops and smart phones are providing the services the IT user traditionally requested from IT. Almost 40% of a company’s computing power now resides outside of the data center. Data is now delivered in many more formats (remember the green bar paper that was delivered in the mornings from the IT...
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