Executive Field Guide: IT Governance

There are dozens of definitions for “IT governance” out there. They use words like efficiency, effectiveness, alignment, control, and strategy—which are all valid terms. But the fact is, IT has only so much capacity and can get only so much done. Organizations need a mechanism for agreeing to what is (and what is not) on… Read more »

IT mission - the road to the future

4 Pitfalls to Avoid When Defining IT’s Mission in the Digital Age

Agreeing on a mission statement is a healthy, worthwhile exercise for any organization or department. IT is no exception. The IT mission is a clear expression of the department’s self-perception and shared purpose. As we forge ahead in the digital age, IT departments are starting to make up the majority of most organizations’ investment, operations,… Read more »

agile adoption - changing shapes

How Amica Reshaped Its IT Processes: An Agile Adoption Case Study

Rhode Island-based Amica Insurance provides auto, home and life insurance nationwide and employs more than 3,800 people in 44 offices across the U.S. Amica was looking to upgrade its web and mobile applications. To reach its goal, the IT team established a digital program and decided to pilot an Agile SDLC framework for rapid and… Read more »

downward spiral

When New Technology Causes Productivity to Plummet

Technology is expected to enhance productivity Most business cases for technology investments include “productivity gains.” Even when no formal business case is created or communicated, users, managers, and executives implicitly expect that new technology will make their lives better. However, many organizations spend money on technology as if it were a lottery ticket—hoping they will… Read more »

No More Excuses: IT Initiatives Must Deliver Measurable Business Outcomes

Delivering on scope, on time, and on budget aren’t enough. Internal customers want tangible results from IT. They want real value. But too often, those in charge of IT programs and projects tend to shy away from taking responsibility for delivering actual business outcomes. In this video, Mikhail debunks the 2 most common myths used as… Read more »

The Keys to Managing Your Outsourced IT Resources

Congratulations! You’ve decided to outsource some of your IT services, based on a sound resourcing strategy. And you’ve found a reliable outsourcing partner. Now you need to manage your outsourced IT team. If you’ve ever managed a vendor, you may have had one of the following thoughts cross your mind: “This team just doesn’t get it. I… Read more »

VIDEO Fixing IT Service Customer Satisfaction - Abraic

Fixing Internal Customer Satisfaction, One Budget Line Item at a Time

For the IT organization’s internal customers, satisfaction is a reflection of the perceived value they get for the money they spend. The most successful guiding principle for IT to increase internal customer satisfaction is: follow the money. Watch to learn more about how we apply this idea with our customers: (Did you enjoy the video? Please subscribe to our YouTube… Read more »

Podcast

PODCAST: IT Outcomes & Internal Customer Satisfaction

I was pleased to be interrogated – er, interviewed – by the talented Cassie Crossley on her new podcast, Tech Leaders Today. Please take a listen to uncover: our recruiting and staffing approach IT’s biggest problem today stories of how we solved 2 different clients’ problems Excerpts from our conversation are transcribed below.