IT Services = People + Tools + Processes (12 Nov 2003)
People are the most relevant part, bringing their intelligence into the service equation. They are also the most expensive part but the very key for overall success. When treated separately from tools and processes, people's group behavior can be better understood. But once they become intertwined with tools and processes, people's behaviors become unpredictable, changed and biased. They are exposed to training, skill improvements, learning from mistakes and being the attraction point of each and every knowledge management activity.
Article URL: http://www.acm.org/ubiquity/views/v4i37_delic.html
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