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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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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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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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
Read MoreAs 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
Read MoreOne 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 MoreAfter an unprecedented year of change, many organizations are adjusting to a new status quo with technology - and technology experts - leading the way. And changing right along with the rest of the organization is the CIO role.
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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Enterprise Service Management (ESM) has been gaining traction over the last few years — and for good reason. With technology driving businesses forward these days, organizations must be able to holistically drive value to the bottom line of the
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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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