Dovetail Software Blogs

Business Rules Generally Still Take Technical People to Maintain ''Gary Sherman frequently discusses business rules in his Dovetail Software blog, and recently brought up the question of whether business rules could be considered as a kind of Domain Specific Language (DSL), which is a programming language targeted or used very specifically to a ...

The terrain of business rules is a practically unknown territory to the users who benefit – or suffer – from their operation in countless decision processes throughout an organization’s daily business. Yet this landscape of business rules is checkered with urgent discussions by IT professionals trying to guess how best to develop value for ...

First Call Resolution ''There is one other tool the call center can bring to the challenge of first call resolution, says Bellman, but it’s not technology. Management mindset has to change to embrace longer call duration: currently the norm in contact centers is to rate agent performance by average handling time (AHT), but this is only because ...

The Changing Seasons of Customer Relations ''It bears repeating often that a key part of drawing closer to the customer is to develop sensitivity to context in your software and systems. There is no single, rote routine to follow in customer relations. As with life, it’s more important simply to be present than to supply the right answer, at ...

I'm curious - in  your organization, who creates the business rules in Clarify? Specifically, who enters them into the system? Is it a developer, a workgroup manager, someone in IT, the business users themselves? A Clarify Admin (if so, is this someone in IT, or in a business unit)? How technical is this person? Any and all replies ...

The industry has known for some time that IT departments are no longer interested in rip-and-replace upgrade solutions for their legacy systems, and there is more than one reason for this. Not the least reason for the caution of CIOs is the question, what would they buy, if they wanted to replace? In the face of today’s emerging ...

We’ve outlined much of the structure of the development process, in which the enterprise computing system is upgraded or enhanced by new software. In the heart of the process lies the singular, crucial requirement for stakeholders to communicate, and collaborate, not just in the requirements and design stages, but also throughout ...

When other departments start to envy your team for the report and execution capabilities you’re suddenly displaying, it shows how good your software upgrade is, at least in the customer service space. We’ve talked about this often: see, for example, The Power of Software. Upgrade envy is the best recommendation. As information ...

A Joint Language of Development for Business and IT “For these reasons, best practice in systems upgrade or renewal dictates the use of a business rules management system (BRMS). A big question in any software development is where to put the business rules. The business rules should be kept separate from the remainder of the ...

One of the great obstacles to collaboration between IT people and business people within the enterprise is the concreteness of IT, versus the fluidity of the business side. IT consists of relatively stable and defined elements, but business rules and processes change and fluctuate, often for reasons outside the control of the ...