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.

IT Can’t Please Everyone

Sorry to break it to you this way. It’s a fact of life: IT cannot complete its work faster than the business can think of it. The dependence on IT is growing exponentially, priorities shift constantly, and new opportunities come up daily. The gap between expectations of IT and its capacity is often widened by those executives who… Read more

QC, QA, and Cost of Quality

Tweet: QC, #QA, and Cost of Quality | #Abraic blog @mpapov http://ctt.ec/dq0do+ Quality Is What the Customer Says It Is All customers, regardless of industry or market, internal or external to an organization, want quality. Quality is crucial to maintaining a competitive edge. But what is quality? The best definition of quality I have seen… Read more

Establishing SLAs for Internal IT Services

Service Level Agreements (SLAs) are standard for measuring performance of an outsourced service. But what happens when an IT service is managed internally? How are expectations set? How is performance measured? When IT services are insourced, there should still be SLAs in place in order to sustain internal customer satisfaction and alignment with business priorities…. Read more

Everyone Is Moving to Agile. Should I

Everyone Is Moving to Agile. Should I?

Ever since the Manifesto for Agile Software Development was introduced back in 2001, organizations have questioned whether the newer alternative methodologies would be a good fit for their business. Meanwhile, as Agile’s popularity grows, there is increasing pressure on IT departments to adopt the approach. While the benefits of Agile can be compelling, those benefits… Read more