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IT organizations waste billions of dollars annually through lost productivity and revenue by failing to automate and improve their business processes. Learn how the adoption of the ITIL-based Incident, Problem and Change processes has enabled IT to improve their support operations.

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Playfish Selects Parature Customer Service™ Software
Jan-04-2009

Bad News for Workers is Good News for LinkedIn
Jan-04-2009

SAAS User Satisfaction Skyrockets
Jan-04-2009

Gartner Lowers Enterprise Software Spending to 6.6% Growth in 2009
Jan-04-2009

Maintaining the Customer Experience
Jan-06-2009

First Call Resolution Revisited
Jan-04-2009

fruITion: Creating the Ultimate Corporate Strategy for Information Technology
by Chris Potts
Jan-04-2009

Talent Is Overrated: What Really Separates World-Class Performers from Everybody Else
by Geoff Colvin
Dec-14-2008

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Maintaining the Customer Experience

First Call Resolution Revisited

Controlling Call Center Costs

U.S. IT Jobs Take a Hit: One in Four Going Offshore

Contact Centers Evolve with New Customer Demands

Cutter Business Technology Council Offer Advice

10 Things You Should Never Write in an E-Mail or Instant Message

Study Results: 5 Ways to Improve Agent Hiring

Workforce Optimization: Revolutionizing Delivery?

Unified Communications for the Contact Center: The Tie That Binds

Use Noncash Rewards to Motivate

Mobile Business Intelligence: Best-in-Class Secrets to Success

Business Intelligence and Information Technology

How Much Can You Ask of Your Customers?

Is Technology Rewiring our Brains?

CIO Resolutions for 2009
Gartner, Inc presented its 10 CIO resolutions for 2009 designed to help CIOs excel and deliver better personal and team outcomes beyond their core IT agenda. Gartner’s 10 CIO resolutions for 2009 are as follows:

1. Start building an alumni network.

2. Stop being the exception that enforces the rules.

3. Start scouting for key talent.

4. Start preparing for the unexpected.

5. Start using social systems yourself, visibly.

6. Start taking cloud seriously.

7. Stop ignoring people and opting for soft targets.

8. Start offering your vendors a free lunch.

9. Stop fearing the future; start driving it.

10: Get experience with newer technologies in 2009.

Energy Concerns Lead the Way Toward Green IT Adoption
Despite some regional differences in priorities and motivators, senior business executives and ICT decision-makers around the world agree that Green IT initiatives are at the top of their agenda. According to IDC's latest global Green IT survey, these executives are becoming more deeply involved in their companies' green-based initiatives as pressures mount to cut costs and as government mandates begin targeting carbon emissions and the disposal of all IT equipment.

Energy costs continue to be the most pressing factor driving Green IT adoption, even as oil prices drop. Globally, 71% of the respondents identified this as their highest priority. Among U.S. respondents, 77% identified energy as the most important factor behind green adoption in their companies, while 74% of European respondents saw energy concerns as the number 1 driver of green initiatives. Additionally, hardcopy output and printing is becoming a key green initiative among organizations expanding their green horizons. Nearly two thirds of the companies surveyed indicated that a shift from print to online is underway at their companies.