Rob Addy

A member of the Gartner Blog Network

Entries Tagged as 'where does support fit in?'

You are standing at the end of a road before a small brick building

by Rob Addy  |  January 4, 2013  |  3 Comments

Now is not the time for retrospectives. Now is not the time for musings of things yet to come. Now is the time for action. Where do you want to go? Who do you want to be? What do you want to achieve? We are at the start of a new chapter in the history […]


Category: Support Strategy     Tags: , , ,

Outsourcing Armageddon

by Rob Addy  |  September 9, 2012  |  3 Comments

Traditional managed service provider’s that fail to adapt to the changing marketplace are in danger of becoming an endangered species. Many of them don’t realize this. But that doesn’t make it untrue. Much of the activity that used to be core to outsourcing engagements is now being delivered under the auspices of support contracts. The […]


Category: Support Strategy     Tags: , , , ,

Nigel’s Back! (And this time it’s “Personnel”)

by Rob Addy  |  August 6, 2012  |  Submit a Comment

Most support providers suddenly get squeamish when I ask them what they are doing to actively reduce the internal IT operations labour requirement for their customers. They stare at their feet, start mumbling into their coffee cups and generally do anything to avoid making eye contact. I’m not saying they need a “Sack a Sys […]

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Category: Support Messaging Support Strategy Support Value     Tags: , , , , , , , ,

The Joy of Self-Assessment

by Rob Addy  |  January 28, 2012  |  Submit a Comment

According to the UK government; “Tax doesn’t have to be taxing”. But I guess they would say that, seeing as they require millions of UK taxpayers to do the paperwork for them through self-assessment… Self-assessment or self-analysis is an interesting concept. Can we ever truly be objective? Do we have the capacity to see ourselves […]

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Category: Support Operations Support Processes Support Strategy Support Value     Tags: , , , , , , , , , , , , , , , , , ,