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More Articles by Hank Marquis

IT Systems Do Not Equal IT Value


By

Hank Marquis

| CIO Insights Article Published June 9, 2010

It is the services these systems create and provide that give IT value to the business, writes CIOUpdate columnist Hank Marquis of Global Knowledge.

Quality of Experience is the Measure of IT Value


By

Hank Marquis

| CIO Insights Article Published May 3, 2010
When determining IT value, confusing QoS with QoE is a common and often fatal mistake, writes CIOUpdate columnist Hank Marquis of Global Knowledge.

Better Business Service Management in 5 Steps


By

Hank Marquis

| CIO Insights Article Published April 2, 2010
Customer perception matters because quality of experience is the most significant single factor in a real-world business service management and the key to your success, writes CIOUpdate columnist Hank Marquis of Global Knowledge.

When it Comes to IT Value User Opinion Doesn't Matter


By

Hank Marquis

| CIO Insights Article Published March 1, 2010
User opinion is not what should be most important in IT-business alignemnt. It is not the role of the IT to manage users' expectations, writes CIOUpdate columnist Hank Marquis of Global Knowledge.

The Social Web: Yesterday's Technology Mavericks Take Note


By

Hank Marquis

| CIO Insights Article Published November 16, 2009
Blocking access to the newly emerging social web has a long history that goes no where, writes CIOUpdate columnist Hank Marquis of Global Knowledge.

Customer Satisfaction Isn't Service Quality


By

Hank Marquis

| CIO Insights Article Published November 2, 2009
Confusing satisfaction and quality can lead to missed opportunities for real service improvements, writes CIOUpdate columnist Hank Marquis of Global Knowledge.

Why You Need BSM Now


By

Hank Marquis

| CIO Insights Article Published October 7, 2009
Business service management is the key to surviving a weak economy and poor IT credibility, writes CIOUpdate columnist Hank Marquis of Global Knowledge. That's why you need it now.

How to Do More, For More´┐Ż(Without More)


By

Hank Marquis

| CIO Insights Article Published April 27, 2009
Thinking in terms of IT service value is the path to IT/business alignment nirvana, writes CIOUpdate columnist Hank Marquis of Global Knowledge.

Why Now is the Perfect Time for ITIL


By

Hank Marquis

| CIO Insights Article Published April 17, 2009
ITIL will help you deliver better services, cheaper and more reliably. That's why now is a perfect time to implement ITIL, writes CIOUpdate columnist Hank Marquis of Global Knowledge.

BSM Defined: What It Is and Should Never Be


By

Hank Marquis

| CIO Insights Article Published March 19, 2009
Business service management is not a tool set; it is a framework for managing IT for the business, writes CIOUpdate columnist Hank Marquis.

Why IT Service Level Management Fails (And How to Fix It)


By

Hank Marquis

| CIO Insights Article Published October 31, 2008
Offering a quick oil change service or running a lending library is no different from providing e-mail and other IT services except in one regard, writes CIOUpdate columnist Hank Marquis.

The 3 Keys to ITIL Success


By

Hank Marquis

| CIO Insights Article Published July 24, 2008
ITIL implementations are projects like any other and should be treated as such, writes CIOUpdate columnist Hank Marquis of Enterprise Management Associates.

Effective Project Management, ITIL and BSM


By

Hank Marquis

| CIO Insights Article Published March 24, 2008
It's complicated but, taken together, these three could decrease IT budgets by 70%, writes CIOUpdate columnist Hank Marquis of Enterprise Management Associates.

Good CIOs Lead By Following


By

Hank Marquis

| CIO Insights Article Published November 20, 2007
Most IT job-related stress comes from a failure of those in IT management to build a trusted team and then follow the team’s advice.

Who Said You Can Work in IT?


By

Hank Marquis

| CIO Insights Article Published January 30, 2007
Craftspeople in plumbing, electrical, carpentry and masonry are more qualified than IT workers to perform their jobs, writes CIO Update columnist Hank Marquis of itSM Solutions.

The Rise of Shadow IT


By

Hank Marquis

| CIO Insights Article Published September 19, 2006
The commoditization of IT is changing the IT/business relationship in new and demanding ways, writes CIO Update and ITSM Watch columnist Hank Marquis in this Special Report.