The key service
management business questions facing CIOs and senior IT managers today
are:



  • What are the service management impacts with the
    ever-increasing technical complexity on margins and customer
    satisfaction?

  • Where are the areas where margin-improvement opportunities
    exist?

  • How can IT minimize the maintenance-contract price pressure
    to drive new service-revenue opportunities to the bottom line?

  • How does improved service management translate into a
    competitive advantage?
    What is the future as the IT function moves from
    fixing problems to driving product value?

  • What are the challenges of off shoring support and how should
    the enterprise address them?

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