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

Shining a Light on Shadow IT

Too often, Shadow IT systems—those not authorized by IT—are used by the business to perform work. Here are a few common examples: A cloud storage system (such as SharePoint) may be authorized and managed by IT, but employees may use external cloud applications (such as Dropbox or Google Drive) when working with external vendors. A collaboration tool (such… Read more

10 ingredients of a successful UAT

10 Ingredients of a Successful User Acceptance Test (UAT)

The User Acceptance Test (UAT) is a critical component of any IT implementation. The goal of a UAT is to validate if a system or solution will meet the needs of business users in their operational environment. The outcome of this phase sends the project down one of two paths. If all goes well, the project moves on… 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: 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.