Dovetail Software Blogs

"This report analyses the drivers behind the growing emphasis on customer service and the emergence of the customer-centric enterprise model. It also explores developments in contact centre technology designed to assist customer service initiatives and opportunities for making outsourcing contact centres a success. Drive loyalty and revenue by understanding and fulfilling your customer’s needs more effectively by developing a more customer-centric organization with the help of this new report."

"Consider this. The performance and availability of a modern distributed application, whether it is written in Java EE, .NET, or integrated application stacks such as those provided by Siebel, PeopleSoft and JD Edwards EnterpriseOne are determined not only by the application layer, but also the middleware, database, operating systems, network, and storage layers. Successful management of applications therefore call for a holistic approach of managing the entire environment that supports the application."

"While SOA indeed has long-term implications for the business, and therefore should be owned by the business, IT will still be carrying the water for SOA, at least for the foreseeable future. Survey after survey I have either conducted or reviewed shows that SOA clearly remains an 'IT thing.' But should it be? Of course not — SOA needs to be owned by the entire organization. But at least for now, IT is doing all the heavy lifting, while the rest of the business looks on with curiosity."

"While IT-business engagement is never straightforward, most IT leaders thought they knew who they had to work with in that monolith, 'the business.' With generational shifts driving through the corporate landscape, that equation has changed on us. It turns out that 'the business,' apart from being quite distinct by business unit/geo/function, has also split into two entities - I'll loosely call them the buyers and the users."

"Business Case development focuses on the pre-planning and initation processes in the project life-cycle. For a Business Case Analysis to be robust, it should first translate the business goal into a technological capability, usually in the form of a work-break down (WBS) or project break-down structure (PBS). The Cost-Benefit Analysis (CBA) is an important part of the Business Case Development process because it provides a quantifiable evaluation of this capability. The benefit side of the analysis is basically the cost of not doing the project. The CBA should be framed in terms of the WBS and/or the PBS."