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Did You Leave Some Value Along the Road?

Let’s start off with a scenario. Let’s say you are preparing for a cross-country road trip. Before you head out, you are responsible and change the oil in your car. You prepare your playlist, grab your road trip snacks, and

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When In Doubt, Follow the Value Stream

Every day, IT leaders address questions to help keep their team moving forward, which in turn keeps the organization moving forward. Questions like: Where should the IT team spend their time? How should IT allocate resources? How can IT justify

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Your Continuity Plan Still Isn’t Good Enough

Continuity plans have been in the spotlight for businesses across the globe over the last few months. If your continuity plan wasn’t done or hadn’t been reviewed in months, then you probably felt that pain over the last few weeks.

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No, Value Stream Management is Not the “New ITSM”

Every few years it seems like there’s some new trend that seems eerily similar to ITSM. There are so many buzzwords and trendy practices in IT. It’s hard to determine what practices are worth evaluating and implementing. This year, the

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The New Role of the Service Desk Agent

What is the future service desk agent? Instead of fearing the future, it's time to redefine the role. AI is disrupting almost every part of IT and the service desk is no exception. In fact, service desk agents may be

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ITSM is More Than Just Numbers on a Spreadsheet

This article was inspired by Mel Kerner, whose insightful comments on a recent LinkedIn post of mine started my wheels turning about the heart of service delivery. Measuring and demonstrating the business value of IT is one of the biggest

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What Should Your Customer Experience Look Like & How Do You Get There?

Recently, I’ve been sharing about customer expectations and while understanding those expectations is important, you also have to have a plan for how to meet those expectations. I am referring to the customer experience, of course. The customer experience includes

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Focusing on Technology May Kill Your Business

I know the technology wishlists of many CEOs. They want newer technology, faster technology and the shiniest, most fully-featured tools. While technology is not a bad thing to have on any wishlist, it shouldn’t be at the top of it

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The New Role of The ITSM Professional

What makes ITSM successful? There are many answers for this question but I am staunchly in the camp that ITSM success has less to do with strategy, processes, or even technology. It comes down to people. There might be some

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Is “Busy” Becoming The New Death of IT?

The word “busy” has become ubiquitous in the business world. It is equal parts an explanation, an apology, and a defense. For IT, it has long been a go-to phrase. I am worried about the overuse of the word “busy”.

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