Performance Services: A combined distributed and centralized service desk can lead to better customer service

Businesses choose to outsource IT services for many reasons that range from quality to cost to focus.   The Performance Services (“managed services”) team at West Monroe Partners helps clients by outsourcing applications and infrastructure management.   A key component of our offering is our Service Desk which is our face to our client’s employees and in some cases, our client’s...

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Enterprise platform adoption: Engaging power users to help drive organizational change

As mentioned in our previous blog post, West Monroe Partners Performance Services practice is deploying ServiceNow to improve our service offering to our clients. Even before we complete our rollout, client enthusiasm is high, and a number have already volunteered to act as early adopters. On the surface, it would seem like the largest hurdle to clear would be getting clients to ‘buy in’ to...

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How Business and IT Benefit From A Network Monitoring System

Network Monitoring Systems (NMS) are powerful platforms that can deliver monitoring services at many levels if implemented correctly – potentially providing a competitive edge. IT and business leadership often expect to get some sort of silver-bullet when implementing these platforms that will enable uninterrupted service and performance to its end users and customers, alike.…

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IT Service Management: Where data and customer experience meet

As West Monroe Partners continues to grow our Performance Services practice, an upgrade to our IT service management system was identified as an important differentiator to our offering.  After reviewing multiple systems, we ultimately settled on ServiceNow.  The tool’s built-in modules for managing various aspects of service delivery and the flexibility to customize workflows within the tool...

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How to Delete a Message from All Mailboxes in your Exchange 2010 or Exchange 2013 Organization

Let’s face it: IT fire drills happen. Nobody likes them and everybody tries to prevent them, but yet you’ve found this blog post because you have an urgent need to delete a message from every mailbox in your organization. Maybe there’s a virus infestation, maybe a disgruntled employee sent an inappropriate email to everyone, or maybe HR accidently sent around some social...

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How Delta Dental of Missouri used the power of the cloud to engage and grow their direct to consumer sales

Addressing the rapidly growing individual health insurance market is one of the single biggest challenges—and opportunities—health plans face today. Reforms such as the Affordable Care Act in the US has catalyzed an unprecedented spike in demand for consumer health insurance products. How can your health plan adapt quickly to not only meet this new demand, but differentiate itself from the...

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IT outsourcing: It isn’t necessarily an all-or-nothing proposition

Giving up control of information technology (IT) to outsourcing is always a difficult decision—for a variety of reasons that include staff tenure, critical business support, innovation, perceived strategic value, and the uncertainty of having an outside party perform the work with the same quality or passion. As a result, the pendulum of IT outsourcing has been swinging back and forth over the...

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Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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