Service desks can be a catch-all, acquiring responsibilities and processes as the organization evolves. By examining a service desk through the Four Lenses of Delivery Performance (Services, Organization, Process and Technology), waste and impediments to service quality can be removed. In this paper, we discuss how to implement service desk optimization as a way to improve service quality and user satisfaction, while reducing cost.

Lean thinking has emerged as a comprehensive approach towards improving process-embedded activities, particularly within the Financial Services industry. A large Financial Services company opted to implement Lean thinking and Lean principles as a way to reduce excess waiting, rework and increase quality. This paper provides an example of how Lean thinking and Lean principles were not only used to reduce waste and improve efficiency, but also as an approach to effective organizational change.

Recent trends show that cloud based initiatives are starting to outpace traditional outsourcing projects. In order to ensure the success of the relatively new cloud opportunities, it is essential to implement governance programs. While there are many best practices available to us today, the most effective frameworks for cloud governance are CobiT and ITIL.

A best practice is a method or technique used to maintain IT quality as an alternative to legislated standards. Organizations investing in best practices have significantly outperformed their competitors. In fact, organizations using best practices recognize 20%-40% better growth and profit results than their competitors. These results have been well documented by various independent research organizations including Gartner, McKinsey, IDC, Forrester and Info-Tech Research. In order to gain these benefits, however; an environment must be created where best practices exist and are complementary to each other while ensuring the system of practices is in balance – The Best Practice Ecosystem.

Project Portfolio Management (PPM) has taken on increased importance within the organization. The regulatory climate that revolves around information and corporate governance has also contributed to the importance of PPM. Emphasis is now on strategically leveraging PPM as a way of bridging the divide between technology and business. However, much confusion still exist about what PPM really is.
In this paper we will set out a number of key disciplines that support the establishment of a strategic Portfolio Prioritization approach from an enterprise perspective and share a specific case study.