Digital Transformation: Part 1 – Respond, Recover, Reimagine
As organisations emerge from the challenges of COVID-19, the focus now shifts to preparing for future disruptions like pandemics and geopolitical events. By leveraging digital transformation across the stages of ‘Respond, Recover, Reimagine’, businesses can enhance resilience, agility,… read more
Digital Transformation Introduction
In 2020, the global pandemic triggered a significant shift in the way organisations operate, forcing them to pause and rethink their strategies. The pandemic halted industries and exposed weaknesses in business operations, particularly in the reliance on outdated… read more
Supplier Management
The Supplier Management process ensures that suppliers and the services they provide are managed to support IT service targets and business expectations.
What is Agile Scrum?
In today’s competitive global environment, organisations need a winning strategy, which is where Agile comes into play. Agile is a mindset that focuses on people, collaboration, and flexibility, with Scrum as a framework for applying these principles. The… read more
Agile: A Mindset as Well as a Framework
Agile Service Management involves adapting Agile and Scrum principles to IT Service Management (ITSM) processes, with a focus on improving flexibility and efficiency. The Agile Manifesto, often seen as contradicting ITSM practices, actually complements them by emphasising “just… read more
Outsourcing IT Services
When outsourcing IT support services, it’s important to consider two key factors that often lead to dissatisfaction: offshore service desks and providers whose focus is primarily on technical solutions, rather than service delivery. Offshore outsourcing can negatively impact… read more
An Effective Self-Service Portal
To optimise IT self-service, it’s crucial to have a well-designed portal that’s easy to access and navigate. Around 60% of issues can be resolved through self-service, reducing the need for email and phone support. Essential features include: By… read more
Human Resource Management
Personnel policy plays an important and strategic role in fulfilling the long-term objectives of an organisation. It can also be used as an instrument to change the corporate culture.
IT Release Management
IT Release Management: Ensuring Seamless Rollouts IT Release Management plays a crucial role in managing the deployment of hardware and software in a distributed environment, ensuring minimal disruption and operational efficiency. Its primary goals include planning, overseeing rollouts,… read more
Industry Challenges in Claims Management
Understanding the challenges in Claims Management is the first step towards determining the means to meet them. The South African industry shares many of the global issues in claims management but has a few challenges of its own… read more