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SMA has written many articles on
IT reporting, business intelligence and service desk
solutions. The following is a
representative sample:
3 Ways to
Improved IT Reporting
Looking for a successful reporting overhaul?
Report deployment challenges are common to many
organizations and the components necessary to bring
about change sometimes seems elusive. This article
describes the 3 practical steps you need to take to
improve your IT reporting initiative.
Read
the article.
Implementing an
IT Support Metrics and KPI Program HDI's
SupportWorld Magazine, November/December 2009 issue

"Metrics are necessary for reporting on the
activities of the service management department.
But all the reporting in the world will not help you
provide excellent support unless you have a method
to capture relevant data and a goal-related program for
the metrics
you report on."
This article introduces a practical approach to
metrics and KPIs (key performance indicators); it
explains the difference between metrics and KPIs
and why they are both essential when reporting on
your IT service desk. Read
the article.
Assessing IT Operations Using ITIL Best
Practices:
A 5-Step Approach HDI's SupportWorld
Magazine, May/June 2006 issue
"ITIL is important to providing quality service
support and delivery. But it is not a
"one-size-fits-all" solution. While it may be the
fashion of the day, many organizations find it difficult
to implement."
This article talks about a structured
5-Step Approach in relation to your IT service management function according to ITIL
principles and best practices. Read
the article.
Read more about SMA's
"5-Step Approach" or contact a consultant regarding an
assessment.
5 Ways to Create a True Partnership Between
Your Support Staff and Your Customers HDI's
SupportWorld Magazine, May/June 2004 issue
These easy to implement and
practical ideas can assist support
managers in raising the level of mutual understanding
and improving the support experience.
Read the article.
Flip It Upside Down
HDI's SupportWorld Magazine, October 2004 issue
This article received
rave reviews.
As the SupportWorld
editor, Julie Neider, said:
"I think you’ll enjoy this issue. I’m particularly fond
of “Flip It Upside Down.” Members of the New England
chapter participated in this activity, and it adds a
whole new spin to the way we look at things. Sometimes
looking at solutions from the bottom up brings our own
perspectives into focus…seeing things as they might be
(however ridiculous), makes us realize the best
solution. I think this advice sums it up: “Don’t get
stuck in a rut and continue to think outside the box.”
Read
the article.
Public Relations Tactics (PR Tactics)
Our article on contact management and sales force
automation was published in this national
journal for public relations professionals. This
article identifies ways in which the right technology
can enhance business processes that depend on
maintaining relationships with customers and prospects.
Contact us for reprints.
Beyond Computing Magazine
Two of our top consultants were published in the October
1997 issue of Beyond Computing Magazine
(copyright IBM Corporation). The article, entitled "How
Good Is Your Website" highlights our internet and
intranet development methodologies.
Contact us for reprints.
WebMaster Magazine
Our CEO, Steve Dreyer, co-authored an article in this
national magazine, entitled
"He Who Staffs Last."
This article describes issues related to supporting
website development and maintenance projects.
WebMaster Magazine also highlighted our unique
website evaluation methodology in its November 1996 issue
(page 14, "Be All That You Can Be").
Contact us for reprints.
Network Management Systems & Strategies
This biweekly guide to new products, technologies and
management techniques referred to an SMA presentation at
InterOp related to developing, managing and maintaining
a corporate technology help desk.
Contact us for reprints.
Gartner Group Report
The Gartner Group, a prestigious management and
information technology consulting firm, regularly
highlights product and service companies in their
special reports. SMA was recognized for our staffing
analysis and management methodologies.
Contact us for reprints.
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