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Why IT Organizations Stay Broken

They 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

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Working From Home Is Only The Beginning: What is the Future of Service Management?

I 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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Did You Pivot Or Are You Just Spinning in Circles?

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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Did You Leave Some Value Along the Road?

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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When In Doubt, Follow the Value Stream

Every day, IT leaders address questions to help keep their team moving forward, which in turn keeps the organization moving forward. Questions like: Where should the IT team spend their time? How should IT allocate resources? How can IT justify

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Your Continuity Plan Still Isn’t Good Enough

Continuity plans have been in the spotlight for businesses across the globe over the last few months. If your continuity plan wasn’t done or hadn’t been reviewed in months, then you probably felt that pain over the last few weeks.

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No, Value Stream Management is Not the “New ITSM”

Every few years it seems like there’s some new trend that seems eerily similar to ITSM. There are so many buzzwords and trendy practices in IT. It’s hard to determine what practices are worth evaluating and implementing. This year, the

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IT Reset: How to Re-Prioritize IT Initiatives During COVID-19

CIOs have had their work cut out for them over the last few months. The sudden shift to remote work has put pressure on IT to create solutions for remote workers using technology that perhaps was older or less capable,

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Outcomes vs Outputs: The Real Proof of IT’s Value

The typical workday looks much different today than it did just a few months ago. Instead of driving to work and walking into the building, employees are going online and signing in to their messaging or collaboration tools. Instead of

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The New Role of the Service Desk Agent

What is the future service desk agent? Instead of fearing the future, it's time to redefine the role. AI is disrupting almost every part of IT and the service desk is no exception. In fact, service desk agents may be

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