Tag Archives: ITIL

IT SLA Model for Tiered IT Support Services

An IT SLA model for tiered IT support services relies on the SLA requirements, application classifications, and the IT prioritization model. The creation of the IT SLA model is where you bring together the concepts covered in Designing a Software Support … Continue reading

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Developing Tiered Software Support Services

Creating a tiered software support services model is an effective way of managing software support services and their costs based on business need. The idea of tiered support services is to have a standard set of services distinguishing one support tier … Continue reading

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Book Review: The Effective CIO

The Effective CIO: How to Achieve Outstanding Success through Strategic Alignment, Financial Management, and IT Governance was a great read. This 2009 book by Eric J Brown and William A Yarberry Jr. published by CRC Press really does a thorough … Continue reading

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Help Desk Success Equals CIO Success

The help desk holds a strategic importance often missed by CIO’s not realizing their help desk controls the identity of IT on every call. The relationship of the help desk to the identity of an IT department also extends to … Continue reading

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Help Desk Outsourcing Companies Playing with Fire

Help Desk outsourcing companies serving higher education continue to play with fire without regard for their client’s CIO’s getting burned let alone the needs of their client’s customers – the students. The help desk outsourcing companies are continuing their practice of delaying … Continue reading

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Efficiency vs Effectiveness

Efficiency vs effectiveness. Both terms are the lexicons of improvement. Combined with productivity the three terms are used perhaps more than any others in setting targets in strategic plans, defining metrics for dashboards and balanced scorecards, and setting boundaries for … Continue reading

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Assessing IT Performance

I received an email from a friend today asking if I would comment on  How to Fearlessly Grade a College Tech Department’s Performance, the current installment of Tech Therapy blog by Jeff Young on the Chronicle. This segment features an … Continue reading

Posted in CIO Job, IT Performance Management | Tagged , , | 2 Comments