Strategic advice to leverage new technologies
Technology is at the heart of nearly every enterprise, enabling new business models and strategies, and serving as the catalyst to industry convergence. Leveraging the right technology can improve business outcomes, providing intelligence and insights that help you make more informed and accurate decisions. From finding patterns in data through data science, to curating relevant insights with data analytics, to the predictive abilities and innumerable applications of AI, to solving challenging business problems with ML, NLP, and knowledge graphs, technology has brought decision-making to a more intelligent level. Keep pace with the technology trends, opportunities, applications, and real-world use cases that will move your organization closer to its transformation and business goals.
Insight
As IT professionals we are not generally famous for our polished savoir faire, some recurrent stereotypes in fact have us being just the opposite when it comes to social skills. Yet if it is true that "life is service," working on our customer orientation and service skills can be a great investment, not just individually but collectively as the IT professionals in our respective organizations. This issue of the CBR is full of tangible guidelines and actionable ideas to help you get started.
In this article, we focus on the topic of IT service management. We see IT service management as the idea that IT is a service to the organization. This idea is also about how best to manage IT as a service beyond the specific activities for which the IT group is in charge.
This issue of CBR takes a complementary inward look to the issue on IT services and service functionality that we published in December 2008 (Vol. 8, No. 12). Here, we benchmark the service relationship between the IT shop and the other functional areas of the organization.
This survey examined the interaction between the IT organization and its business clients with the aim of better understanding what organizations can do to increase the quality of IT service provided. Almost half (47%) of the 91 responding organizations are headquartered or based in North America; of the remainder, 15% are headquartered in Europe, 15% in Australia/Pacific, 13% in Asia, and 10% in South America or the Middle East.