In today's society, several factors can impact the business continuity of IT environments. In addition to physical threats like theft and natural disasters, the Internet — despite its many benefits — can also wreak havoc. Downtime, in any form, can cost a company money and, perhaps, its reputation if not managed correctly.
New and seasoned businesspeople know that a well-thought-out business model and strategy are two key ingredients needed to create a successful company.
However, something discussed less frequently is an operating or operational model. This outlines important details about a company, including those regarding employees, processes, systems and technology.
In most organizations there is a generic form of the Information Technology Infrastructure Library (ITIL®), that provides a detailed outline and operating procedure for IT operations and activities.
In many ways, this ITIL operational management process controls and oversees IT Service Management (ITSM), IT Help Desks, and relationships with external vendors, such as Software as a Service (SaaS) providers.
In recent years, the idea of becoming "ITIL compliant" has become more popular. However, this leaves many IT leaders wondering:
In ITIL and ITSM, it's mission-critical that everyone has a clear understanding of their roles, responsibilities, and how this aligns with business objectives and Key Performance Indicators (KPIs).
One way for IT leaders and CIOs to manage and monitor this is using a Responsibility Matrix, also known as a RACI Matrix. Another way to describe this is a Linear Responsibility Chart (LRC).
In the software and IT sector, software companies and IT help desks and service centers manage customer relationships and expectations using Service Level Agreements (SLAs).
Service Level Agreements are integral to the smooth running of relationships between IT help desks and Software as a Service (SaaS) companies, cloud-providers, other technology vendors, and customers.
The cloud is so much more than new-era data storage. It has grown to offer services of all kinds to businesses, healthcare organizations, educational faculties, and more. You may already be familiar with "Software as a Service" or the SaaS meaning. While that is a well-known expansion of cloud as a service, there are many other acronyms you may be unaware of. Each acronym reflects another capable service of the cloud — one or more of which may be of value to you and your organization. Continue reading as we have created a master listing of each service related to today's cloud technology.
Businesses and organizations constantly need to monitor performance and identify areas of improvement. Maturity models are a tool, often used in IT departments, customer-centric organizations, and software companies, to measure the success of management processes, styles, and IT systems.
In this article, we are focusing on the use of the following maturity models in companies' operations:
Before the Internet, business to business (B2B) customer journeys were simpler, linear, and customers had less control. Sellers controlled the flow of information and were often the ones to initiate contact.
Salespeople and marketing teams pulled potential customers into the sales funnel, except for word-of-mouth referrals and those who went seeking solutions to their problems. The digital age changed all of that.
Before the pandemic, businesses were struggling to build and maintain workplace cultures that kept employees engaged and motivated. Since the pandemic, building and sustaining healthy, happy, and resilient workplace cultures is an even greater challenge.
A resilient workforce is more important than ever before.
We live in a hyper-connected society. Almost everyone we know has a cell phone, tablet, or computer — maybe all and more. These devices are designed to make our day-to-day activities more efficient and enjoyable. While healthcare is rarely an enjoyable experience, there are always means that can be used to make it more comfortable. One of those solutions comes with improved technology that allows patients and providers to communicate and share data with speed and ease. The most common way improved communication occurs between both parties is through personal electronic devices, like smartphones. Although this sounds like a great idea, it has not exactly taken off. This is mainly because HIPAA still applies.
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