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