IT service management has typically been seen as yet another cost inside of what is perceived to be a cost center known as “IT”. Why? Because many IT organizations still view service management as operating overhead…and nothing else. The potential
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IT organizations often get stuck in a vicious cycle of never-ending work. IT implements solution after solution, fixes one problem after another, and no matter how many times they do it, those solutions and fixes never seem to stick. IT
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If I asked IT leaders what it was like the week the world went remote in 2020 due to the COVID-19 pandemic, I would guess 90% of them would have visceral reactions to the memory of that time. Many organizations
Read MoreOne of my biggest gripes about service management is that the work of service management has become synonymous with service management tools. This has really become an Achilles heel for service management. While service management tools are useful, they typically
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As businesses continue to become more reliant on technology, more and more organizations have formed partnership ecosystems. Bringing in and working with multiple partners is a smart way to deliver better experiences with optimized costs and capabilities. While there
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I have said before that service management has gotten a bad reputation. But that bad reputation is somewhat deserved because the service management of the past failed a lot of companies. I’ve heard from many IT professionals that they have
Read MoreWhat happened to IT service management? It feels like not that long ago IT was the master of its domain. But things have changed. Shadow IT is rampant in most organizations, there are higher expectations from consumers and less patience
Read MoreThey say that “change is hard”. Organizational change is probably the most difficult kind of change. And for some reason, IT struggles with its own organizational change. Sure, IT knows that organizational change may be needed for business colleagues so
Read MoreI have said before that we are entering into a service management renaissance. Now that we are 9 months into the whirlwind of 2020, I’m even more convinced. IT has been in the spotlight this year and for good reason.
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COVID-19 caught the business world by surprise. And it didn’t just change where organizations work (from an office to at home) -- it has changed everything: economies, regulations, timelines, employee and customer expectations, the list goes on. So what did
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