The Hub Commentary_

Great article describing the business service management practices that all organizations should be looking at and going through as the industry is at a tipping point with new technology and an explosion of service providers.  There is no difference between IT and the business, it’s just the business as the article states.

The shift in metrics is a great example, it’s not server downtime that is relevant, it is the impact on the sales force and value of sales impacted by the downtime.  1-2% of revenue is spent on downtime each year and another 1-2% of revenue is spent each year for your resources to just react and maintain.  I discuss this in further length in this post.

Do you measure server availability or sales value impacted?

Michele

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It is essential to focus on people in order to get value from consolidation. At Eisai, our divisions functioned as separate companies, with the mind-set to match. When we brought together all of the U.S. organizations, I quickly discovered gaps.  (Read Full Article…)