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Dovetail Links 2008-05-28

When Software and Politics Mix, Quality Suffers....Amdocs Teams with IBM and Cisco....Why Good Architecture is Important Even in a Web 2.0 World....Change Management in the Real World Using BPM....Why do You Need a Stated "Service Versioning" Policy
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Permalink: Wednesday, May 28, 2008 4:18 PM
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Filed under architecture, BPM, change management, Governance, software development, Web 2.0
Long IT Road Ahead

Stakeholders in the enterprise now include workers and customers – this is the major shift in the enterprise development path. Now there is much more to be achieved than running a mechanical machine. Now there really is a great need for all of that data – cleaned, pressed, and wearing a buttonhole – because it’s the only way to make sense of the customer, and to profit from the customer.
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Permalink: Friday, August 17, 2007 4:29 PM
Posted by Dovetail Software | 0 Comments
Filed under Agile 2007, Amdocs Clarify, change management, collaboration, Dovetail CRM, Enterprise 2.0, ITtoolbox, software development
Daily Dovetail Links 2007-08-08

Users Versus the Firewall....SOA & BPM....Front office trends hard to miss....First Call Resolution: The Ultimate Goal....The Real Global Technology Challenge....Consistent Messaging vs Human Words....The Internet Doesn't Exist
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Permalink: Wednesday, August 08, 2007 10:36 AM
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Filed under change management, collaboration, contact center, CRM integration, network effect, outsource, security, soa, social media
Daily Dovetail Links 2007-06-22

Innovation Driven By Tools....India Recruiting Westerners in Droves....Report Warns of Outsourced Call Centers....Customer Self-Service: How May You Help Me?....We need more than CRM....How Change Really Happens....Trends from Customer-centric Visionaries
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Permalink: Friday, June 22, 2007 11:22 AM
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Filed under change management, CRM, customer centricity, customer self service, India, IT employment, outsource
Identify the Stakeholders

Maybe there’s a law of waterfall development that says that only stakeholders stay dry, and the powerless get drenched. IT departments have to become full and equal stakeholders in the development of their organization, rather than consultants removed from the decision-making process, just in case that law is true.
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Permalink: Thursday, May 24, 2007 3:46 PM
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Filed under change management, IT management, soa, Web 2.0
IT as Enterprise Change Agent

Just as the modern corporation must evolve to survive in today’s rapidly changing world, so too must its IT department reinvent itself, or be swept away as irrelevant by the swift tides of technological innovation. The good news is twofold: stakeholders in the enterprise want IT to take more of a guiding role in development; and the direction is clearly defined. No one says it will be easy.
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Permalink: Wednesday, May 09, 2007 3:41 PM
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Filed under Agility, change management, Enterprise architecture, IT
Revolution - the Software Heard Round the World

Despite the cloudy future of IT, the need for management and executives to adapt to change to create an agile company forces their reliance on software managment tools - IT can start a revolution with the correct deployment of these tools...
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Permalink: Thursday, April 19, 2007 4:35 PM
Posted by admin | 2 Comments
Filed under BPM, business process management, change management, IT
Technology Responds Well to Careful Planning

Technological advances spawn instant headlines and offer rapid change to users, and the launch of the new overnight sensation obscures the underlying nature of technology development, which is a more gradual and systematic process.

Enterprise IT systems respond best to clear development plans over comfortable timelines. To devise such plans successfully is a major, deep-rooted challenge for any organization. Gray areas in the plans place a burden on IT people, who are already fairly stressed.
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Permalink: Tuesday, March 20, 2007 2:38 PM
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Filed under Amdocs Clarify, change management, CRM, CRM upgrade, Dovetail CRM, Dovetail Software, integration, IT, software development, technology, upgrade
Business Planning Precedes IT Development - Ideally

To determine the steps required to enhance a legacy CRM deployment is a reasonably straightforward task; while the technical factors are often quite clear, enormous care is critical to ascertain the underlying business needs of the mission, and to establish their validity.

The business needs should be the principal drivers of any significant IT resource allocation. But discovering these true needs can often present tremendous difficulties, from the nature of the business organization itself. Non-technical users have objectives that they cannot translate accurately into technical terms. By the time the requirements get to IT from management, the requested “Solution” can be widely different from the original problem. Furthermore, the organization structure of the enterprise may simply not allow for the correct input or feedback into the decision-making process.
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Permalink: Friday, March 16, 2007 12:53 PM
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Filed under change management, CRM upgrade, Governance, IT, soa

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