Two years ago, a database corruption issue at the U.S. Patent and Trademark Office brought parts of the agency’s electronic filing system down for several days. The IT platform that the Patent Application Locating and Monitoring (PALM) system depended on was nearly two decades old. The USPTO IT team got PALM up and running on…
Many organizations are struggling to get business value from their analytics. According to Gartner, through 2022, only 20 percent of analytic insights will deliver business outcomes. When it comes to AI, Gartner says 80 percent of projects this year will remain “alchemy, run by wizards whose talents will not scale in the organization.” Setting up…
The unpredictability of the COVID-19 global pandemic has brought CIOs to a pivotal moment: Their companies have discovered how heavily they depend on IT. In response, IT organizations have already begun delivering IT services with an increasing level of customer focus, effectiveness, and responsiveness. And visionary CIOs and IT leaders are now building contingency plans…
When organizations quickly became fully remote, IT teams took on new responsibilities, in uncertain conditions, to keep their businesses humming. But that effort has taken a toll on a remote workforce with no clear timetable to a return to the office, a perfect recipe for burnout. To succeed under trying conditions, IT leaders have had…
When faced with the COVID-19 crisis earlier this year, Adobe’s IT organization, like many others, acted quickly to shift the entire company to a work-from-home situation. For us that meant moving the entire Adobe workforce of more than 22,000 global employees over a single weekend. The pandemic also forced us to focus more critically on…
Help desk software is designed to streamline customer service and create a functional, centralized point of contact for incident ticketing, customer issues and tracking the quality of customer service. Help desk tools focus on automating tasks such as assigning tickets, answering basic queries for customers, categorizing incidents or problems and tagging the necessary employees when…
If only measuring software development productivity and tracking team performance were as simple as counting lines of code or hours worked. But the efficiency of software engineering teams, as with any technical or creative work, cannot be measured in quantity alone. The quality of the work and the collaboration of the team impact productivity in…
In this the second of our two-part episode on ‘Women in IT’ we delve a little deeper into what sexual discrimination looks like, and continuing the broader conversation about diversity, while also sharing some important facts that really challenge some of the key assumptions in this debate. And as one of Australia’s most respected and…
Digital business efforts have accelerated in the face of COVID-19, with leading enterprises and government agencies quickly implementing digital capabilities to support remote and virtual engagement. Now, they have turned their attention to widespread optimization and revenue generation opportunities. CIOs, along with other members of the executive team, are on the implementation front lines. Given…
Design thinking is fast becoming a key ingredient for successful digital transformation. But what exactly is design thinking, and how are leading CIOs harnessing its power to enhance business value? Design thinking practitioners observe and analyze user behaviors to gain insights into their needs and wants, according to Gartner. They then use those insights to…