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
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
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
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