Archives for June 2010

Thums_Up_GenY

Gen Y Processes

To understand the Gen Y effect on service management, Alinement interviewed Rocky Scopelliti, here we conclude the interview looking at the internal impact on the organisation. He is the General Manager, Industry Development for Financial Services at Telstra Enterprise &…

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Quality Team

Certification & Value

 The CEO’s innocent announcement froze all in the room. “We need ISO 20000 certification!… we must demonstrate to our customer that we bring value to their business.” Wait. Did we hear value and certification in the same breath? How were…

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Security Bubble

Bursting the Bubble

My favourite definition of risk management is by Borge who states: “Risk Management means taking deliberate action to shift the odds in your favour – increasing the odds of good outcomes and reducing the odds of bad outcomes”. So with…

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Price of Speed

Price of Speed

Many organisations are seeking to optimise their processes to deliver more functionality, faster AND at a lower cost. However, the objectives of faster delivery and lower costs; may in fact be in contention. Although the IT department responds to change…

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Rocky Scopelliti

Gen Y Customers

To understand what the next generation of our customers might be thinking, Alinement interviewed Rocky Scopelliti, who has done an extensive study on differences in generational experience of ICT service improvement. Rocky, as the General Manager, Industry Development for Financial…

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Ying & Yang

Customer Value

Coming from the IT world of 1’s and 0’s, technologists can sometimes see things in black and white, and struggle to reconcile both views. Certainly customer value is a variable which obviously depends upon the customer – their needs but…

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