Blog

Are You Prepared to Meet Customer Expectations in 2020?

In November 2018, I examined a few ways customer expectations have changed due to technology and what organizations, especially IT, need to know to stay competitive. Today, we reflect on how those expectations have changed in a short amount of

Read More
Focusing on Technology May Kill Your Business

I know the technology wishlists of many CEOs. They want newer technology, faster technology and the shiniest, most fully-featured tools. While technology is not a bad thing to have on any wishlist, it shouldn’t be at the top of it

Read More
Where Is IT On Your Customer Journey Map?

In today’s digital world, it’s imperative that organizations create and deliver world-class customer experiences. The Amazons and Zappos of the world have changed how customers want and expect to interact with organizations, especially online. Customers expect continual updates, easy to

Read More
The New Role of The ITSM Professional

What makes ITSM successful? There are many answers for this question but I am staunchly in the camp that ITSM success has less to do with strategy, processes, or even technology. It comes down to people. There might be some

Read More
Is “Busy” Becoming The New Death of IT?

The word “busy” has become ubiquitous in the business world. It is equal parts an explanation, an apology, and a defense. For IT, it has long been a go-to phrase. I am worried about the overuse of the word “busy”.

Read More
What CIOs Can Learn From CMOs

The CIO-CMO relationship has had a rocky history. The two are often at odds with what they need to accomplish and historically, they’ve never spoken the same language. But there has been a shift in recent years. As marketing became

Read More
5 signs you are not ready for AI
5 Signs You’re Not Ready for AI

We’re inundated with headlines about the power of artificial intelligence (AI) these days. AI is everywhere and most businesses know they will need to adopt it soon, if they haven’t already. A recent study from Gartner shows that 37% of

Read More
service desk tune up feature
Does Your Service Desk Need a Tune Up?

It happens to every CIO eventually. There’s a low grumbling across the organization. It gets mentioned at a few meetings. Other members of the organization take note of it. Then all of a sudden, the word on the street is…..

Read More
The Curious Case of the Wasted IT Investment

There’s no doubt that if you want to be an efficient IT organization, you need efficient tools. Some might say that you need the best tools. But when happens when those tool investments fail? And perhaps, more importantly, how do

Read More
The Ultimate Guide to Measuring IT Success in the Digital Age

You’ve probably heard the old adage that “you can’t manage what you don’t measure.” While the saying is technically true, it can be misconstrued, especially in IT. IT has no shortage of measurable tasks. Most IT organizations have been

Read More
logo