enterprise strategy Archive

Demand management has been the unicorn of enterprise IT – something frequently talked about but rarely seen and never captured. Every centralized IT organization would love the ability to accurately manage user demand. It would provide tremendous return if it were possible; but to date it has been largely or completely thwarted in large

We’re at an inflection point in the ITO and BPO services world where we’re about to see a new level of technology: automation. On the whole, automation is a good thing. But there are some significant aspects we should be aware of. One is automation bias. And it’s dangerous. When we move to automation,

The industry is abuzz with enthusiastic discussions around the potential for robotics, cognitive computing, and robotic process automation (RPA). You can’t go to a conference – whether it’s IT, BPO, or shared services – without hearing a vigorous and spirited discussion around service delivery automation (SDA). Given the promise of SDA for people replacement,