Blog

Alexa Is NOT the Service Management Star You’ve Been Searching For

Have you been hearing the news? There’s a brand new rising star in the Service Management world. She’s tech-savvy, has fantastic people skills and is extraordinarily productive. Her name is Alexa. But I hate to break it to you- I

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Flipping the ESM Switch: Pressure Off, Ease On

There’s a buzz around Enterprise Service Management (ESM) these days and with good reason! I see Enterprise Service Management as the future of Service Management. With the ever-increasing business reliance on the use of technology, more organizations will need to

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The AI Playbook – 3 Key ITSM Plays to Make When Implementing AI

AI is one of the fastest growing tech trends across all industries. 20% percent of business executives said their companies plan to implement AI across their enterprise in 2019, according to research from PricewaterhouseCoopers. AI is the approach of using

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Enablement over Control: How To Demystify ESM in Your Organization

In July 2018, I wrote a blog about why your company may not be excited about ESM. Close to a year later, the popularity of Enterprise Service Management has been increasing across all industries as more vendors expand from IT-only

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What IT Organizations Can Learn From the Indy 500

If you live or work in Indianapolis, then you know that May is all about the Indy 500. Known as “The Greatest Spectacle in Racing,” the Indy 500 features 33 of the top racecar drivers racing for 200 laps to

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digital transformation
Enterprise Service Management or Enterprise Silo Management?

Kelly orders chocolates through her favorite confectioner’s digital storefront from the comfort of her living room. Kelly makes her selection, enters her credit card and shipping information, and presses the “order now” button. Within seconds, she receives an on-screen message

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You Earned Your ITIL 4 Foundation Certification… Now What?!

I recently polled my Twitter community on whether or not they are interested in receiving their ITIL4 Foundation certification. I was surprised to learn that the majority either did not have immediate plans or did not plan on ITIL4 Foundation

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How ITIL4 Opens the Door to ESM

A prevalent approach to Enterprise Service Management (ESM) today is to extend the use of the IT Service Management (ITSM) tool to other areas of an organization outside of IT.  Some organizations also try to apply their existing ITSM

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The Battle for the Hearts and Minds of IT

There’s a battle afoot within many IT organizations. In one corner is the “up-and-comer” DevOps, with its promise to be responsive and deliver technology-based solutions with velocity, while making positive changes to the culture of an IT organization. And in

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What To Expect From ITIL 4

It’s been 8 years since the last update to ITIL®[efn_note]ITIL is a registered trademark of AXELOS Limited.[/efn_note] and it’s safe to say that the industry is interested in this newest iteration. Last month, ITIL 4 Foundation was officially rolled

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