In service delivery, there’s a familiar tension between internal and external demands. As early as 1998, CIO magazine reported on this dilemma faced by service teams forced to prioritize paying customers over internal users, raising the question: What do you do when your internal people are screaming for help because you’re serving the paying customer instead of them? More than two decades later, business operations have become far more interconnected. With organizations juggling both on-premise systems and external service providers, things ...
Apr 24 | Danica Esteban
