IT Support & IT Service Management:

Do Sweat the Soft Stuff: The Importance of Cultural Transformation in an IT Service Management Implementation Many organisations are jumping on the ITIL bandwagon to provide them with a framework to improve the quality of IT services. The motivation for an organisation to head down the ITIL road are many and varied, however, one thing is common, many talk of designing new processes, most talk of new tools, but invariably when thinking about ‘softer’ issues, such as cultural transformation, the solution usually extends to sending a few people on an ITIL course, or worse still, they ignore this aspect all together…
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VisibleOps: How to Integrate Process Improvement and Controls In every mature unit of business, an evolving maturity model has dictated the need for management by fact. The prerequisite knowledge capital required to perform management by fact is metrics. Why then does IT still lack substantive metrics twenty plus years into the distributed computing revolution? Major corporations are still faced with the task of begging and pleading with IT groups and now increasingly with consultants to develop metrics with which to objectively judge performance…
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Corporate Education:

Getting Started in eLearning: Costs and Benefits The initial investment in e-learning is more expensive than the initial investment in face-to-face learning. E-learning can, however, significantly decrease the ongoing costs of training and—most important-- rapidly increase the firm’s profitability. E-learning does this because it distributes firm-wide just-in-time market knowledge and because it improves employee performance by making learning part of normal workflow…
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Blended Learning: What Works? After nearly 2 years of research in blended learning, and detailed interviews with more than 30 companies,we find that blended learning is replacing “e-learning” as the next big thing. Our research finds that blended learning programs are perhaps the highest impact, lowest cost way to drive corporate initiatives. Companies have discovered unique and powerful methodologies for selecting the “right media” to solve a given business problem…
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