This article covers the steps involved in assisting sourcing teams in the understanding and development of SLAs, SLOs, and OLAs associated with their sourcing activities. Sourcing activities include both internally retained and externally out-tasked or outsourced work responsibilities. This article is applicable to both. I will use the example of an outsource decision for an IT Help Desk.
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Time consuming, friction inducing and potentially costly, there is plenty that you would want to avoid when properly building IT service management. Yet if you hold your nose and do it right, you can establish a strong and effective process.
A recent experience with a cellular service provider proved to be a less-than-ideal situation for a customer. What can we learn from this experience?
You know that SOA is the latest buzzword, but now we'll tell you what this new technology really means and how you can use it to your organization's best advantage.
What does it mean to be service-oriented? A service-oriented project management model adopts its philosophies from the professional services arena.
Leading with simplicity, engagement and trust is the way to go. Here we explore the three cornerstones of good leadership.
To engender a positive attitude among team members, you need to start with yourself.
Management decisions made before a software project is underway are a significant factor in determining whether it succeeds or fails. Here are seven principles, based on comprehensive studies, that leaders must support and uphold to help create an environment in which projects can succeed. Ignoring them practically guarantees failure.
Any agreement can run into hazards, and if you don't iron out a solid contract before you start a project, you could easily drive yourself--and your business--into rough territory.