Best Practices

Skill gap analysis

Integrated Skill Management

Personnel is the biggest cost block in IT. Instead of saving across the board, enterprises should be making targeted use of their resources. Integrated skill management improves efficiency and effectiveness, ties specialists to the enterprise and offers attractive spheres of activity for IT talents.

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The ideal service catalogue

A standardised description of IT services is the foundation for assessments, analyses and comparisons of profitability. The Maturity Service Library (MSL) enables organisations to identify gaps and redundancies in their service catalogue so that they can then tidy up their structures.

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IT Service Desk User Experience

Service Desk Outsourcing

There is more to differentiate service desk outsourcing providers than the potential for reducing cost. It is critical to compare the services offered if one is to weigh up the options effectively.

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Outsourcing - made-to-measure SLAs

Service levels represent the performance required for supplier service delivery against which the performance of those external service providers can be measured. If they are not set out at the right level, this can result in additional cost and compromises over …

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Photo: mlor/Photocase

Retained organisation success factors

When concluding an outsourcing agreement it is not just the range, quality and costs of the outsourced services which are important. One of the main factors for the success of an outsourcing agreement is the control of the service provider by the customer’s personnel.

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