The New Reality for Customer Engagement
IT's Metamorphosis Continues
IT organizations keep undergoing major changes but they're not all changing in the same way. Many companies, especially larger ones, will change by staffing up in management and planning roles while relying more on outside technical help. These firms will spend more on salaries to attract IT talent while underinvesting in training and development. Small and midsize companies are more likely to use open source software, hire developers, tech support and project managers, and expand the skills of their IT staffs. A big question for 2008 is whether an economic slowdown will put a hold on these plans or accelerate them. Project managers may be vulnerable if projects are cut, even though they have been in demand; staff for insourced functions may be
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