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Does service really matter?

February 2, 2010 Features
Does service really matter?

In these tough economic times, though it’s tempting to include service in the many cutbacks being made across the breadth of an organisation, it is important to remember that it’s precisely service that will keep your current customers and will continue to attract new ones, which is essential in surviving the downturn. The gap in the quality of customer service from those organisations that are cutting back to those continuing to build and improve their service offerings is most certainly widening during these tough times. Don’t let your organisation fall into the service reduction bucket.

If you look at the emerging demographics, with millions of ‘Generation Y’ers coming into the workforce, as well as becoming key consumers of services, that should underline the need for businesses to reassess their service provision. This young demographic’s demand is for more, not less, personalised and tailored services, fully utilising technology to deliver robust services. Organisations that are providing and delivering robust services win; there is no second place.

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USBs: An employee’s dream – IT’s worst nightmare

February 2, 2010 Features
USBs: An employee’s dream – IT’s worst nightmare

Avoiding USB risk exposure, John Jefferis, vice president of Ironkey on how to define and enforce an effective USB security strategy.

USB drives, or memory sticks as they are sometimes referred to, are immensely popular and increasingly selected as the weapon of choice by employees looking for flexibility in their working environment. Having proved invaluable in increasing productivity they are easy to use, regardless of the user’s technical ability, and able to carry millions of pages of data.

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One system to rule them all

February 2, 2010 Features
One system to rule them all

A strategic IT initiative with many benefits, Phil Van Etten, chief executive of Azaleos outlines why many organisations are waking up to the potential of unified communications.

A couple of years ago the concept of unified communications (UC) was more a vision and hype of the vendor community than reality. Today this vision is slowly maturing into reality as one of the strategic IT initiatives for many organisations. Technology developments and standards have driven the interest in unified communications. Public sector and commercial organisations are starting to deploy UC across their enterprises as they seek to benefit from integrating and automating a variety of communication services into a single, coherent architecture. In doing so, they are realising the benefits of improved efficiencies and productivity, cost reductions and better, faster communications inside and outside the enterprise.

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Creating a global standard for IT knowledge, service, and execution

February 2, 2010 Features
Creating a global standard for IT knowledge, service, and execution

As the world’s largest privately held commercial real estate firm, Cushman & Wakefield recognises the need to create a consolidated service desk. However, five years ago, the situation was very different. As Steve Kennedy, associate director of Cushman & Wakefield recalls.

 “The IT service desk was little more than a basic call-logging system, and, even then, only 30 percent of calls in the UK were actually recorded,” remembers Steve Kennedy, associate director of Cushman & Wakefield. “Outside the UK, there was no way of capturing calls at all.” In order to make the service desk more effective, Cushman & Wakefield introduced standardised and repeatable processes based on ITIL best practice principles, to provide IT support to 2,000 users across Europe and demonstrate the true value of IT to the global business. For Kennedy, developing and running a robust infrastructure and IT service delivery model are crucial to supporting the company’s overall business.

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Managing the massive

February 2, 2010 Features
Managing the massive

 ‘Technology tunnel vision’ is a phrase Ivan Lloyd, director at Corporate Project Solutions uses to describe IT projects that are selected based on a desire to implement a particular technology as opposed to aligning to business objectives. Here he considers the best way to manage these issues and processes during large scale projects.

When it comes to large IT projects and indeed IT projects of any scale, there are still a range of issues that need to be tackled. I don’t believe there should ever really be an ‘IT project’ as such, Information technology may be the largest element of a projects delivery, however IT itself should purely be used to help deliver as part of an overall business project.

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Features:

Does service really matter?

February 2, 2010

Does service really matter?

In these tough economic times, though it’s tempting to include service in the many cutbacks being made across the breadth of an organisation, it is important to remember that it’s precisely service that will keep your current customers and will continue to attract new ones, which is essential in surviving the downturn. The gap in [...]

USBs: An employee’s dream – IT’s worst nightmare

February 2, 2010

USBs: An employee’s dream – IT’s worst nightmare

Avoiding USB risk exposure, John Jefferis, vice president of Ironkey on how to define and enforce an effective USB security strategy.
USB drives, or memory sticks as they are sometimes referred to, are immensely popular and increasingly selected as the weapon of choice by employees looking for flexibility in their working environment. Having proved invaluable in [...]

One system to rule them all

February 2, 2010

One system to rule them all

A strategic IT initiative with many benefits, Phil Van Etten, chief executive of Azaleos outlines why many organisations are waking up to the potential of unified communications.
A couple of years ago the concept of unified communications (UC) was more a vision and hype of the vendor community than reality. Today this vision is slowly maturing [...]

Creating a global standard for IT knowledge, service, and execution

February 2, 2010

Creating a global standard for IT knowledge, service, and execution

As the world’s largest privately held commercial real estate firm, Cushman & Wakefield recognises the need to create a consolidated service desk. However, five years ago, the situation was very different. As Steve Kennedy, associate director of Cushman & Wakefield recalls.
 “The IT service desk was little more than a basic call-logging system, and, even then, [...]