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Making the invisible visible: Knowledge Visualization at Open Systems Inc : Reference no. 912-027-1

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Kurzfassung Corporate IT teams have a wide array of responsibilities nowadays. They not only secure their corporate infrastructure and the communication between offices and factories, but they also ensure and monitor the availability of communication channels and resources. Those often challenging and continuously changing tasks are coupled with limited financial and personnel resources. Furthermore, for most companies, IT security is not one of their core competencies. Securing the availability of their client’s critical IT infrastructure (known as Managed Security Services) is what Open Systems' core business is all about. However, security is an intangible service which is not visible. Consequently, the question of how to communicate this kind of service arises. This is exactly the question Martin Bosshardt, the CEO of Open Systems, has to mull over. On his desk, he had a draft print-out of the new service visualization. You were able to find everything on one single piece of paper, from the different security-related roles at the customers’ sites, to the various serviced offered by Open Systems. A doubt started to lurk in his mind: Was this really the kind of visual they needed? His team wanted to cover everything and created the Swiss army knife equivalent of a chart, the mother of all Open System diagrams: a visual which allowed them to explain what they were doing to a CFO, the head of IT and even, to some extent, to your grandmother. But that was the problem. Wouldn’t a differentiated approach to visualizing their services be better? Should a complex visualization like this one be used at all in a broadcast medium like a magazine? Or wouldn’t it be better used in face-to-face interactions where it could be annotated and explained based on the customer’s questions and needs? And were all customers receptive to such visualization anyhow? In a nutshell, the CEO was convinced that first thing on the next day he would schedule a meeting with his staff to clearly define Open System’s visualization strategy. He was still unsure about what that actually meant, but he was convinced that such a strategy would help Open Systems become even better at managing and selling an essentially invisible service.
   
Typ Fallstudie (Englisch)
   
Schlagwörter (Tags) Visualization; Knowledge management; IT security; Dashboard; Communication; Consulting
   
Erscheinungsdatum 2012
Verlag The European Case Clearing House (Bedfordshire)
Review externes Review
   
Profilbereich SoM - Business Innovation
Zitation Pfister, Roland: Making the invisible visible: Knowledge Visualization at Open Systems Inc : Reference no. 912-027-1. Bedfordshire : The European Case Clearing House, 2012.