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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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5 Ways Processes Make SMBs More Agile

“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

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silo mentality
How to Defeat Silo Mentality

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

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Expand ITSM into the Enterprise
Nine signs that it’s time to expand ITSM into the Enterprise

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

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Not so excited about ESM
Why your company isn’t so excited (but should be!) about ESM

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. [1] And what part of any organization doesn’t rely on

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Service Management must move out of IT
Why Service Management must move out of IT

Is your IT service management “future ready”? A recent MIT Sloan Management Review article[1] 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

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Finding Service Owner
Four Steps for finding your misplaced Service Owner

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

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The Importance of Good ITSM in the Digital Economy

The digital economy is upon us. Regardless of industry, businesses are experiencing the impact of the digital economy.  In the digital economy, the “store” is always open and customers expect that systems are “always on”.  Customers can (and

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Can IT lead SM?

In my blog article, “Is it time to drop the ‘IT’ from ‘ITSM’?”, I discussed the challenges of expanding IT Service Management concepts and principles to other service providers within an organization.   Personally, I think that extending ITSM

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Is it time to drop the ‘IT’ from “ITSM”?

The telephone rings at Fred's desk in the support center. Sue is calling to make a service request. After capturing the specifics of Sue’s request within the ticketing system, Fred ensures that she is authorized to make the request. Following the

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