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…

A tearful bride

A Marriage made in Heaven or a One-Night Stand?

The choice of partner can have profound effects, in love and in commerce. Few get married with the intent of immediate divorce. What considerations should sway your selection of a partner? A good selection results in your finding the party that delivers you the best value solution to your need. The Office of National Statistics…

Audi A8 Sports car

Time for CFOs to Focus on Behavioural Change: the Key to Sustainable Cost Transformation

Now that the economic climate is getting milder, many finance leaders are moving away from bolting down expenditure and are instead seeking investments to support growth or finally releasing funds for deferred projects. But the market is still fragile and it is unclear as to whether trading volumes and margins will return to the levels…

a broken heart

Parting is Such Sweet Sorrow: Managing Service Exit

Juliet’s farewell to Romeo was full of remorseful kisses. For some approaching the end of a sourcing agreement, the move cannot come too soon. How can you minimise the pain of partition? Most attention is paid to transition in. Here we look from the perspective of the terminating operation. Why Exit? Most agreements run their…

Hand reaching through reports to a computer

Numbers, Numbers Everywhere

Many a governance body and service manager sees themselves as drowning in report data, but intelligence to inform decision-making and drive the business forward is elusive. How to get to brief, succinct relevance that informs and drives performance? Samuel Taylor Coleridge related his Rime of the Ancient Mariner in which the grey-beard loon narrates his…

Two heads with connected thought

“Mind the Gap!” Business’ Relationship with IT

Business users and IT (and other services) departments love to be rude about each other. Mutual incomprehension and worse frequently reign. What can be done to establish and maintain a healthy relationship and the high quality of service alignment? The gap between Business and IT has long been deep. IT people too often have little…