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...

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...

Organizations are Still Asking About Cloud Computing Benefits

Everywhere you turn, you hear about the cloud. So much so that you’d be excused for thinking that a) the cloud is an over-hyped passing fad, or b) everyone is in the cloud. The truth can be found somewhere between these two viewpoints. While people may already be tired of hearing about the cloud, cloud computing is no mere fad. It is being embraced by businesses and consumers alike. Yet there are still plenty of...

Collaboration in the 21st Century: Why Accelerating the “Flow of Insight” is Key to Getting Smarter, Faster

Today I start blogging with Ciber, and I’m excited to be here.  For some years now, I’ve been posting in open spaces about organizational learning, knowledge and change, and the many possibilities emerging with social technologies.  In the process, I’ve learned a great deal about what resonates in a business setting, and what doesn’t.  It’s given me a broad sense of what it takes to collaborate in the...

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 Value of Managed IT Services

In challenging economic times, any solution that can lower total cost of ownership and operations is worth considering. Managed Services, the practice of transferring the responsibility of managing day-to-day Information Technology (IT) to an outside organization, accomplishes both. This approach can also improve the effectiveness and efficiency of IT operations, production support, and lifecycle maintenance...

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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