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Start with Reporting first *then* Measurement

What are some common reasons why IT organizations measure and report metrics? Unfortunately, in my experience, the answers are not always the greatest. “We produce this report / measure this indicator because we always have.” “We measure this indicator

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Why your SLAs aren’t helping your XLAs

It may be hard to believe, but the term “experience economy” is nothing new. The term was first mentioned in this 1998 Harvard Business Review article.  In the article, the authors posited that an experience occurs when a company intentionally

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AI-enabled Knowledge Management might be low hanging fruit…if we can only reach it

AI-enabled technologies have captured the imagination of every organization. Organizations (both solution providers and buyers) are rushing to jump on the wave of adopting and integrating AI. Indeed, AI-enabled technologies have already found their way into IT support. An AI-enabled

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you can't automate what you don't understand
You Can’t Automate What You Don’t Understand

The case for automating workflows is a strong one. There are plenty of reasons why organizations are looking for the right automation tools, including but not limited to: Frees staff from performing tedious, high-volume, low-value tasks Creates cheaper and faster

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roi of service management
What’s The ROI of Service Management?

IT service management has typically been seen as yet another cost inside of what is perceived to be a cost center known as “IT”. Why? Because many IT organizations still view service management as operating overhead…and nothing else. The potential

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The 2-Step Method to a IT Service Portfolio

There are two types of IT organizations. One type of IT organization takes orders, manages service tickets, and provides technology and technology support. The other type of IT organization is a strategic partner within the organization that makes impactful contributions

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missing it strategy
The Curious Case of the Missing IT Strategy

IT organizations often get stuck in a vicious cycle of never-ending work. IT implements solution after solution, fixes one problem after another, and no matter how many times they do it, those solutions and fixes never seem to stick. IT

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Are You Due for an IT Health Check?

If I asked IT leaders what it was like the week the world went remote in 2020 due to the COVID-19 pandemic, I would guess 90% of them would have visceral reactions to the memory of that time. Many organizations

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What Ever Happened to Critical Thinking?

As businesses grow, so do the size and complexity of their problems and challenges. To solve those complex challenges and problems, leaders need to employ more critical thinking from themselves and their teams. However, the world seems to be lacking

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Don’t Go Chasing Electrons

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

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