Blog

What CIOs Can Learn From CMOs

The CIO-CMO relationship has had a rocky history. The two are often at odds with what they need to accomplish and historically, they’ve never spoken the same language. But there has been a shift in recent years. As marketing became

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5 Signs You’re Leading a Modern IT Organization

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

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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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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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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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