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...

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...

Managed Services Transition Journey: Defining (1 of 3)

Defining the Managed Services Transition Journey This is the first blog in a series that will take us through the phases of the Managed Services transition journey as it relates to IT Outsourcing. When I started my career as a change agent almost two decades ago, I learned a great deal from a book written by William Bridges in 1991 titled, Managing Transitions – Making the most of Change by William Bridges. In...

Embracing a Managed Services Culture

Managed Services is a term used by a lot of people and you, like me, have probably at some point recognized that the definition means different things to different people. I was speaking at a PMI symposium on the topic of managed services. I noticed that the session preceding mine was titled “What is managed services”. “Hah!” I thought. “Good luck with that!” I wanted to attend that session just to see...

Why run my ERP in the Cloud?

The introduction of cloud computing has provided an additional dimension to IT service delivery and radical concepts that challenge the view of the value of on-premise systems. The question of cost is changing the dynamic and rules that govern financial systems. These rules were: #1 – my business critical data must sit in my data center #2 – no one can touch my data or my systems or my machines other than my...

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...

ERP Challenges in Local Government

Many state, county, and city governments currently recognize the need for more dependable, efficient, and accurate information systems.  Today’s complex governance requirements demand efficiency, accuracy, and transparency for tracking and reporting information. Common challenges and constraints experienced by public sector entities are: Outdated hardware and software that is difficult and costly to...
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