I have heard a lot of IT people talking about big data recently; they are often very excited about all the things that big data can do, but most of the conversations I hear are about the technology. If we really want to get to grips with this opportunity, then we have to think about big data in terms of business opportunities, rather than technology solutions.
One of my colleagues has helped an organization improve their change management process, and the results have been really spectacular. They haven’t finished their journey, but you may be able to learn from what they have done so far.
I ran a workshop recently to help an IT organization redefine their services. They needed help defining “business services”, because all their IT services were quite technical and they knew that it would be better to have a more business-focused service catalog. You may find that some of the ideas will work well for your situation too.
How can you negotiate SLAs with measureable targets that still address the unmeasureable things that customers really want?