Recovering a Failing IT Outsource Service

Eavesdrop on a conversation between two senior IT staff of a fictitious company charged with the successful execution of an outsourced arrangement that has just passed its two-year anniversary.  Gain an insight into the difficulties they are experiencing, their search for the root causes and their development of a plan to deliver targeted improvement.  The…

Two people sharing concepts

“Ah Yes, I Remember it Well!” Why Knowledge Management Matters

Access to essential information and the ability to apply it with full knowledge of its implications are essential to all services. Knowledge management has long been a bane of services. What does one have to do to keep the information flowing? The European Committee for Standardization suggests the definition: “Knowledge is the combination of data and…