Robert Frances Group Archives广告 Robert Frances Group ArchivesWhen dealing with a struggling telecommunications sompany, Robert Frances Group says IT executives should review contractual guarantees versus achieved performance, as well as the financial condition of key service providers, and initiate immediate actions against those companies that represent considerable enterprise risk. RFG believes IT executives should be prepared to develop and provide high-level metrics that demonstrate the value of IT to the rest of the organization. While mathematical precision is not entirely possible or even desirable, it is possible to arrive at some meaningful estimates. Using information they can quickly access, IT executives should develop these "dashboard" metrics based on key business processes that IT supports, and communicate them in business language. Robert Frances Group says that contingency staff procurement systems can help reduce costs associated with the use of temporary labor. Today's business environment demands a new philosophy for accomplishing tasks. As technology workers continue to become un-tethered, often without warning to the enterprise and its IT infrastructure, it is increasingly the responsibility of the enterprise to provide the education and change management necessary for the employee's success in a virtual environment. The increase in failing public exchanges, and the rise in the number of apparently successful private exchanges, show a change in the value perception of public marketplaces by corporations. Although many companies see more benefits in creating their own private exchanges, public exchanges can work under the right conditions. RFG believes the return on investment (ROI) tools and methodologies used by many vendors to tout their products' value to potential customers are singularly focused on financial factors. These tools fail to consider other tangible and intangible aspects, secondary information and many pre- and post- implementation considerations. IT executives should increase the scope and depth of the factors they use in calculating ROI, to articulate more completely to senior management the business value of any proposed project, product, or services investment. Assessing Web site customer satisfaction is an important, but tricky endeavor. Nonetheless, it is imperative for companies to track this type of information, especially after implementing new online services. E-commerce applications require special security considerations to protect them from attack or misuse. IT executives should evaluate the security requirements for their companies' e-commerce applications, and design security policies that take into account factors such as custom development, administrator access, and inter-application communication. No combination of Balanced Scorecard-related methodologies, software, and textbooks can guarantee successful implementation of the improvement measurement mechanism. Beyond such tools, IT executives should have access to individuals experienced in successful Balanced Scorecard implementations, whether internal or outside consultants. Peer-to-Peer (P2P) networking is becoming, but is not yet, an enterprise-class solution, and may never suit some enterprises. Nonetheless, IT executives should watch developments in P2P networking, and begin experimenting with it when the time is ripe, perhaps by implementing instant messaging (IM) selectively and cautiously within their enterprise networks. RFG believes that some MSPs have reached the levels of technical maturity financial stability required to provide reliable business benefits to the enterprise. With the tremendous hype of the Internet now quieted, companies will move to solidify existing e-business initiatives with service level agreements (SLAs), enabled by improved network management, staffing, storage, and systems management. effective teleworker security requires an enforceable security plan. IT executives should conduct a methodical review of the business application requirements, the specific communication access environment, and the user handheld devices in use within their enterprises. 24x7x365 technical support is essential for mobile executives. Downtime can be extremely costly and reflects negatively on the corporate IT department, especially when a mobile executive is at a client or partner location. The technology used in the customer contact center is changing more rapidly than can be absorbed by most companies. The call center is transitioning from a telephony- or voice-centric operation to a customer service center that includes a multitude of access channels and the ubiquitous connectivity of the Internet. RFG believes businesses evaluating solutions from application service providers (ASPs) need to ensure that those providers can economically deliver acceptable service levels. IT executives should demand service level agreements (SLAs) that guarantee uptime from the user's perspective, provide meaningful credits for downtime and can be terminated for failure to meet SLA guarantees. Web hosting and the application service provider(ASP) model are serious contenders for significant call center and e-commerce business, based on the ability of these alternatives to minimize up-front investment and save implementation time. CIOs should consider ASPs and Web site hosts seriously when planning the implementation of an MCCC. The proper collection, storage, dissemination, and use of intellectual capital can spell the difference between a dynamic and innovative company and a mediocre also-ran. Internet filtering software is an important addition to business enterprises. Such software, when combined with security policies that require proactive filtering, restricts Internet access to inappropriate Web sites. Enterprise Internet access has given businesses the abilities to be more competitive and improve business partner relationships, customer care and service. However, the Internet has also increased personal Web surfing at the workplace saddling corporations with unproductive workers and potentially resulting in a decrease in corporate revenues. The growth of e-business and escalating technology use in companies raises the bar for IT departments responsible for working with business units to meet corporate goals. Surveys can help CIOs gain a clearer understanding of how well their IT organization is serving its clients and the business as a whole. Uniform Computer Information Transactions Act (UCITA) is raising the visibility of ongoing conflicts between vendors and buyers of software and other offerings based on digital information. Protecting Enterprise Web Sites and Networks Against Attack RFG believes enterprise environments contain elements of network management that are good, sometimes bad, and maybe, just plain ugly. The phenomenon driving the nascent Application Service Provider (ASP) market is forcing a majority of online providers to remake themselves in this somewhat murky image. As this new breed of provider struggles to find its identity, CIOs will find varying levels and types of expertise, capabilities, infrastructure, personnel, and quality of service (QoS) guarantees. CIOs realize that budgetary pressures, increased support demands and the need for immediate fixes are forcing them to find quick remedies to helpdesk support. One option open to CIOs is to consider outsourcing their helpdesk as a supplemental or temporary solution so that service level agreements (SLAs) are maintained at acceptable levels. Corporations and CIOs fail to give irregular operations the attention it deserves and as a result is failing to achieve the "five nines"(99.999 percent) of availability. Whether corporations like it or not, driven by the Internet, the public’s access to the corporation will expand to include Web pages, e-mail, interactive voice response (IVR), facsimile, interactive white-boarding and eventually video. Internet will create conditions for "perfect competition" and force a knowledge shift from sellers to buyers. This massive power shift occurs as buyers gain advantage through rapid access to quality information. As organizations determine to either purchase or internally develop software solutions, tax ramifications need to be considered.
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