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The Efficiency-Quality Matrix
By Lisa Borden
The IT service desk is the primary and most visible point of contact for a company's IT department. Leading organizations find that measuring the efficiency and quality of its services and creating a unique set of actions for improved performance lead to increased user satisfaction and productivity throughout the business.
Automation and the Back Office
By Rob Brindley
Many high-volume, repeatable business processes are prime candidates for Robotic Process Automation, the class of software that learns from users how to perform tasks. Beyond RPA, advances in cognitive computing may soon lead to more sophisticated problem-solving. But deciding how and where to implement software bots takes human judgement. Only a careful plan will ensure a sound return on investment.
Enterprise Security: A Moving Target
As cyber-attackers employ more and more sophisticated tools and techniques to circumvent traditional security approaches, those tasked with maintaining enterprise security have an increasingly challenging job. Lest they forget the magnitude of that challenge, they were reminded just last week when Apple’s App Store suffered its worst security breach ever. Hundreds of apps, mostly in the Chinese App Store, had malicious code embedded in their software.