“What is the value of IT?” It’s the question that gets asked over and over. But the question itself is not the problem – it’s a symptom. It distracts from the real issue: the absence of organizational accountability for
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There is a tendency within many organizations to take a "technology first" approach to solve every business challenge. In more cases than not, this approach simply creates more challenges and friction within organizations; it is a very short-sighted view. Organizations
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Many companies implement tools and software to improve productivity and meet business objectives but fail to recognize the impact on the humans that interact with those tools and software. To say it another way, it’s people that do the work
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When it comes to who is the “customer”, many ITSM implementations are simply confused. And this confusion is why ITSM is failing your customers. Some IT organizations think the “customer” is someone that contacts a service desk. Others think the
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Organizations have dehumanized IT. It’s not a question of “has it happened at our organization?” It is the recognition that it has happened. Despite the investments organizations have made in technologies and process designs intended to solve business problems,
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Is your organization struggling to realize a return on investment with ITSM? If you answered “yes”, you’re not alone. Many organizations are not getting the expected return on investment that was expected by adoption ITSM practices. Organizations are facing several
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