In my last blog, I described the first steps that Peter Sommer took to handle the challenges facing him as the new CIO at Olfama...
The small change in the service desk is already proving to be successful – response times during a systems failure has dropped significantly and though not pleased with system failures, some end users are acknowledging the improvements in service during such failures.
The changes to the configuration management process are implemented, but Peter knows that it will take a while before the improvements are measurable as better systems availability. The operations staff will have to work very hard for a significant period before the improvements make their job easier. [...]
To read the whole post and interact, please visit the SogetiLabs blog: Challenges of a CIO Part 3