All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Vendors Do Not Adequately Train Their PersonnelIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgOctober 9, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Vendors Experience Extremely High TurnoverIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 21, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Continuous Improvement is Ill Defined or Not Included in the ContractIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 15, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Vendors Spin Data for Their Own BenefitIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 11, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Client and Vendor View the Contract as a Zero-Sum GameIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 7, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Client Does Not Understand Metrics in Vendor ReportsIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgJune 27, 2023
All ResourcesArtificial Intelligence What Are The Metrics of Artificial Intelligence in Service and Support?Each month, MetricNet highlights a Key Performance Indicator (KPI) for service and support. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect…Angela IrizarryJune 2, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail Vendor Reports Contain Raw Data but No AnalysisIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgApril 5, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail The Contract Fails to Align Vendor with Client GoalsIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgApril 3, 2023
All ResourcesService Desk The Zero Touch Service Desk – Myth or Reality?Learn more in Session 303 at HDI Support World in Denver! With AI and machine learning technologies gaining traction in the IT support world, there is also a new term…Jeffrey RumburgMarch 29, 2023