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Wednesday, May 23, 2007 11:48 AM

MSCOM Service Management – How to Use Metrics to Transform the Business

An example of a measured change In our first two articles we highlighted the importance of measurements and why opportunities identified in this manner many times face an uphill battle . To continue the thread of “Service Management in the real world”,
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Thursday, March 22, 2007 9:22 AM

Enabling Valued Change

(The only constant is change. This post form our Service Management Team shares some thoughts about this inevitable occurance.) Our previous blog we talked about the importance of measurement for service improvement. But what do you do when the data paints
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Wednesday, February 14, 2007 8:43 AM

3rd Party Vendor Solutions: Do they reach their potential?

Theory vs. Actual Save time. Save money. Free up your full time employees to work on higher value initiatives. All reasons to pursue the Third Party Vendor (TPV) solutions. How well do they hold up under scrutiny? On paper, sure, you can make a great
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Friday, December 08, 2006 8:49 AM

Tell me how I’m measured…and I’ll behave accordingly

(This is the initial blog post from the MSCOM Service Management Team. This team is an essential resource for our group. They are responsible for on-boarding new customers to MSCOM, working with existing customers to provide guidance and smooth the way
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Wednesday, July 05, 2006 12:33 PM

Do you manage the forest or do the trees manage you?

If anyone is familiar with satisfying “needs of the moment,” it’s your local Operations team…application errors, network failures, DoS attacks, deploying new applications, etc. A lot of times it’s simply hard to see the forest through the trees so to
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Tuesday, March 14, 2006 8:19 AM

Onboarding customers in MSCOM Operations: What it is and who does it.

Then and now…. Back in the pioneer days of the internet when everything and everyone were all about agility and innovation, we threw new websites on servers without rules or review and without any customer evaluation and education. Those were exciting
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