Categories: valued contributor, TRKFAM, Gartner Product Support Maturity Scale, Customer Perceptions, Predictive, Proactive, Customer Experience, Support Value, Customer Experience
Love is... Never Having to Say You're Sorry
by Rob Addy | February 14th, 2012 | one comment
Reactive support is... always having to say you're sorry. Saying you're sorry is one thing. Being sorry and basing your future actions upon a desire to ensure that your partner doesn't suffer the same fate again and again is something completely different. If a support provider allows its customers to...
Can One Trust Government as a Cloud Provider?
by Andrea Di Maio | February 14th, 2012 | 4 comments
A few days ago Oakland County in Michigan has joined the list of government organizations that have decided to provide cloud-based services to other agencies and jurisdictions. According to an article on Government Technology, Oakland County will join a
local government shared services partnership that will roll out across the...
Categories: cloud
Governance: Getting to “No”
by Craig Roth | February 17th, 2012 | no comments
With all due respect to William Ury and his negotiating strategy book “Getting to Yes,” the difficulty faced by owners of governance projects in organizations not used to governance is how to get to the point that saying “no” is feasible and actually works. After all, you don’t need to...
Categories: IT Governance, governance, Portals, Microsoft SharePoint
What Matters Now: a though provoking and thoughtful examination that will make you think, and then act.
by Mark P. McDonald | February 15th, 2012 | one comment
Gary Hamel’s new book What Matters Now is a different type of business, leadership and management book. Where most offer single dimensional prescriptive recipes for success, Hamel has provided a thoughtful, deep and readily accessible look at the current state of business, management, capitalism and society.
What Matters Now treats...
Categories: Management, Book Review, Management, Strategy, Book Review
Exploring the limits of social media transparency, privacy and free speech
by Andrew Walls | February 17th, 2012 | no comments
This morning I spent some time listening in on a hearing on DHS monitoring of social networking and media. The hearing was held by the US Congressional Sub-committee on Counterterrorism and Intelligence, chaired by Patrick Meehan. Transcripts of the testimony are available here ( http://homeland.house.gov/hearing/subcommittee-hearing-dhs-monitoring-social-networking-and-media-enhancing-intelligence ) as well as a...
Categories: social; regulation; privacy, Uncategorized
Musings on eBook Publishing
by Darin Stewart | February 16th, 2012 | 3 comments
I own a lot of books. Our family library (an enclosed bay of our garage) is lined floor to ceiling with shelves sagging under the weight of a few thousand cloth-bound volumes. I’m also an avid fan of electronic readers. At one time or another, I have owned just about...
Categories: barnes and noble, kindle, nook, publishing, ereaders, Uncategorized
Cloud IS Different: So Monitoring Must Be Different?
by Anton Chuvakin | February 16th, 2012 | no comments
I'm tired of hearing quotes like “cloud is completely different from traditional IT” as well as those that say “cloud is just like outsourcing, mainframes, etc.” Those who like the former quote will sometimes add that organizations should scrap all the tools they use for traditional IT and buy new...
Categories: monitoring, cloud security, cloud, security monitoring, security, security
Come to the London BPM Summit and Learn How to Leverage The Gartner BPM Framework
by Jim Sinur | February 16th, 2012 | no comments
The BPM summit in London looks to be full of new knowledge, information and workshops for picking up tips. I am really looking forward to spending time with the folks who attend. I hope to sample a few pints as well Based on the active rate of sign ups,...
Categories: symposium, Social, Strategic Planning, BPM, Business Process Improvement, Business Rules, Business Process Improvement, Process Management, Business Rules, BPM, Uncategorized
Dealing with event management (ECA) overload
by Jonah Kowall | February 16th, 2012 | no comments
One of my main goals for research in 2012 is to help round out some of the areas in monitoring which don't get enough published research or attention here at Gartner. I will be focusing on some vnedor landscapes which will allow us to publish some more actionable advice to...
Categories: Monitoring, IT Operations, ECA
"Free Agent Nation" Glory or Disaster?
by Tom Austin | February 16th, 2012 | no comments
We've been having a raging debate internally about the emergence of new working relationships between employers and workers.
We've read, for example, that in Germany "According to a survey conducted by the IG Metall union, more than 70 percent of companies in the electrical and metal industry in Baden-Württemberg now...
Categories: Uncategorized
Megaupload and SaaS Escrow
by Jay Heiser | February 15th, 2012 | no comments
Other than some analysis and speculation about how the takedown changed traffic patterns without actually reducing global piracy, and regular reports about the legal status of Kim Dotcom, the Megaupload drama hasn't provided much in the way of news for a couple of weeks.
On the theory that putting the string...
Categories: SaaS escrow, recovery, Vendor Contracts, risk management, Cloud, continuity
