Historically, services organizations have managed the planning and scheduling of resources through informal ways, where tribal knowledge is a critical element of the process. For example, resource planners often have years of history and close working relationships with many personnel, with conversations across the office, email, unintegrated point solutions, and spreadsheets most commonly used.
The complexity of delivering services has accelerated — for example, the shift to short-term project-based engagements and increased expectations of diverse technology skills — and resource management has become correspondingly more complex. The risk of getting it wrong is continued, gradual margin erosion in your business.
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Source: IT Strategy