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Presented by Charles Cyna, President, ThinkITSM Corp.

Most IT organizations would agree that customer satisfaction is an important measure.  However, when it comes to building a methodology to confidently measure it, there is some ambiguity about how to approach this challenge.

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Is outsourcing still considered a bad word? For more than two decades, the service industry has discussed the pros and cons of outsourcing.  The arguments used to include key phrases like “cheap labor” and “poor customer service levels”, but now there is a shift. Conversations about outsourcing now include buzz words like “onshore outsourcing”, “virtual work environments” and “work/life balance”.