IT service management (ITSM) is the cornerstone of productivity and organisational management. It is a process that an organisation can leverage in solidifying the connection between its IT processes, its customers and the company itself. However, there are three sensitive elements that are typically behind the failure of the ITSM integration:
The increasing demand for digital transformations across all sectors has made it extremely difficult for organisations to continue to follow traditional business strategies. Fundamental shifts in the way customers deal with vendors have occurred and businesses are realising the need to adapt accordingly to function correctly. When implementing a digital transformation, the following areas of a business should be prioritised and improved:
The spread of healthcare technology in Australia is quite evident. Both the public and private sector are developing new technological innovations at a fast pace. With that comes many challenges and threats that organisations must learn to overcome using creative and efficient solutions. The following is a list of healthcare IT summits and conferences happening in Australia in 2019:
2018 was an eventful year for cyber security in Australia. The Notifiable Data Breach Act was enforced early on in the year and the My Health Record Act was amended to introduce stricter and more detailed regulations. In order to update security professionals on new developments in the industry, Giva has compiled a list of upcoming cybersecurity events in Australia during 2019:
Customer service (CS) and data security are two equally important aspects of any successful organisation. While a great customer experience (CX) will bring in more foot traffic, no amount of "wow" experiences and smiles will restore a customer's trust in your security capabilities once it is broken. This brings about the difficult discussion of choosing between prioritising CS or data security. But while many mistakenly believe that one must be compromised for the sake of the other, the reality is quite different. Organisations should consider data security to be a part of their CS and find a way to reach a solid middle ground in both areas. Good CS and strong data security are not mutually exclusive so long as an optimum balance is achieved between the two.
Most companies have come to terms with the importance of cyber security. Healthcare organisations are proactively adopting new and improved security measures in anticipation of any incoming attacks. But how long can such measures hold against evolving threats? And are they scalable in nature?
Cloud computing has reached every industry and educating people has made the idea of cloud storage more feasible in the minds of the general public. So much so, that even some of the most security critical industries have dared to venture into the cloud. This case study uses Westpac, a banking corporation, as an example to outline some of the benefits of a cloud transition. Over the coming years, the bank plans to move 70 percent of the its processes to a hybrid Platform as a Service (PaaS) cloud environment, through the organisation's 'Agilus' initiative. The remaining 30 percent consisting of old applications do not require change and will therefore remain on-premises. Below is a list of some of the benefits that organisations and their customers may realise as a result of their transition to the cloud:
There are certain things, typically mentioned in SLAs, that a customer should receive as integral components of their IT help desk purchase. But, while an SLA is a vital part of B2B transactions, not all vendors will act in accordance with it. What is worse is that in many cases the SLA itself fails to provide clear-cut and comprehensive details on the level of service a customer will receive. In both cases, the customer suffers the consequences. Here are three things that organisations should expect from their IT help desk vendors:
Most companies start off small, using manual processes to complete tasks due to budget and resource restrictions. But as an organisation expands, there comes a time when this simply is not enough and automation becomes a strategic necessity. It is at this point that business leaders should invest in IT help desks. Below is a list of signs that it is time for your company to deploy an IT help desk:
Even though shadow IT (or rogue IT) has wreaked havoc on organisational order, it is an unavoidable trend that IT departments must get ahead of and use to their advantage. Listed below are several ways that leaders can utilise to make the most of the current situation: