There was once a time when IT was the “department of innovation”. IT held the keys to the technology and fearlessly led the way towards a tech-savvy future.
But that all changed. Technology quickly became mainstream and consumerized. You suddenly
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
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
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
“Processes” often sound like a dirty word for small and medium-size businesses (SMBs). When you’re working in a small organization, your team has no choice but to work together to ensure maximum productivity. Many SMBs worry that processes
There’s a beast lurking in many organizations. It can tear an organization to shreds from the inside out, quietly and quickly.
No, I’m not talking about some horror movie. I’m referring to silo mentality. It’s a growing problem for many
I read a lot about how organizations have stood up a centralized service desk, a self-service portal, and called that “enterprise service management”.
While these two deliverables may be good things to do, I don’t think that these two deliverables
Enterprise Service Management (ESM) describes the use of service processes and technologies across an organization. ESM also describes business management software which provides an integrated view into business practices. 
And what part of any organization doesn’t rely on
Is your IT service management “future ready”?
A recent MIT Sloan Management Review article discussed how organizations must become “future ready”. The article stated that becoming future-ready requires change to the enterprise on two dimensions: the customer experience and
Has your IT organization defined services and named service owners?
Have you identified the right person as the service owner?
How do you know?
Let’s start from the beginning
What is a “service”?
According to ITIL®, a service is “a