One of my biggest gripes about service management is that the work of service management has become synonymous with service management tools. This has really become an Achilles heel for service management. While service management tools are useful, they typically
Read More“Value” is one of the most overused and misunderstood terms in business today. It is often thrown around in meetings and on company websites but while many organizations talk about value, very few get it right. Why is that? What
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Delivering IT services is at the core of any modern IT organization. IT provides services to deliver or enable business outcomes and value. It seems straightforward. So then, why do so many IT organizations struggle with undefined services? As
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As businesses continue to become more reliant on technology, more and more organizations have formed partnership ecosystems. Bringing in and working with multiple partners is a smart way to deliver better experiences with optimized costs and capabilities. While there
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I have said before that service management has gotten a bad reputation. But that bad reputation is somewhat deserved because the service management of the past failed a lot of companies. I’ve heard from many IT professionals that they have
Read MoreWhat happened to IT service management? It feels like not that long ago IT was the master of its domain. But things have changed. Shadow IT is rampant in most organizations, there are higher expectations from consumers and less patience
Read MoreThey say that “change is hard”. Organizational change is probably the most difficult kind of change. And for some reason, IT struggles with its own organizational change. Sure, IT knows that organizational change may be needed for business colleagues so
Read MoreI have said before that we are entering into a service management renaissance. Now that we are 9 months into the whirlwind of 2020, I’m even more convinced. IT has been in the spotlight this year and for good reason.
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COVID-19 caught the business world by surprise. And it didn’t just change where organizations work (from an office to at home) -- it has changed everything: economies, regulations, timelines, employee and customer expectations, the list goes on. So what did
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Let’s start off with a scenario. Let’s say you are preparing for a cross-country road trip. Before you head out, you are responsible and change the oil in your car. You prepare your playlist, grab your road trip snacks, and
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